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Musing on challenges of measuring
My hero, Peter Drucker, is often quoted to say (I paraphrase here) “What you cannot measure, cannot be managed” and this idea inspired many analytic initiatives by large companies as well as by budding...
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Apple iPad 2 camera is eroding its reputation
The tablets market segment is fun to watch. While there is no doubt that Apple “owns” the segment it is interesting to note that it has the lowest satisfaction score compared to the competition. Given...
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Why People Dislike Metrics
I was talking to one of my customers about her experience trying to introduce the use of metrics into the business processes she is managing. Janet is in the gourmet food marketing business and was...
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Musing on Metrics, Marketing and Innovation
How come there often seems to be no direct connection between the things we choose to measure and the goals we are hoping to achieve? Here are a few examples: If a company management’s goal is a...
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Unlocking Value of the CRM part 1
CRM initiatives used to be rightly considered to be the most challenging Enterprise Software undertaking by many people in business, yet many companies dipped their proverbial ‘toes” into this...
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Customer Experience is Everybody’s Business – Connecting the Dots
Most company executives don’t think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally have a reason or opportunity...
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The Contextual Side of Customer Experience Analytics
Can you tell by the menu prices that a restaurant will provide you with a great experience? Will reading the final score substitute for the experience of the game you could not attend? Some analytics...
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Vanity Metrics – How Is This Still A Thing?
I’d like to borrow this line from John Oliver, host of the popular HBO show “Last Week Tonight”, to address the endless and pointless argument about the ultimate customer experience metric. For a very...
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