Segment differences · The internal reading · Element
The confidence gap
The distance between what employees think customers believe and what customers believe.
The part
What it is
This is the single most useful internal measure, because it quantifies how well calibrated the organisation is about its own reputation.
A large gap explains a great many otherwise puzzling strategic decisions.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.