Category Archives: Helpful Hints

November 4, 2015 · 11:31 am

Who’s Working For Whom?

Ever encounter a situation where things seem backwards? Maybe you’ve seen a parent being told what to do by a child or a customer being berated by a service rep. It makes you wonder who is in charge or who is working for whom. I have another thought along those lines today, and it has to do with data. There was a post from AdAge by their data reporter, Katie Kaye who wrote the following about the NY Times piece on Amazon: 

The article should inspire us to question the value of decisions based entirely on data to create business efficiencies at the expense of human empathy and the arguable imperfections that can benefit any organization or project.

I like that. It makes you ask who is in charge here: the humans or the numbers. We all ingest more data than we can consume, and, unfortunately, some of us allow that massive intake to be regurgitated as unconsidered decisions. That’s a bad idea. The data is there to serve us, not the other way around.

I’m the first to say that we need lots of data. Without impartial feedback, we’re flying blind, and data can help us make better decisions. The key there is “help US”.   Data without the context of a plan is useless. Data that’s not actionable is useless.  Data that causes us to overreact, however, is  dangerous.  If you watched any election coverage last night, you probably heard a lot about early results and the need to wait for data from key precincts.  How many times has someone in your organization overreacted to an early piece of data, only to find out that it was not at all typical of the overall results?  We need a plan, we need context, and we need a little patience.

When we chase after outliers, we’re working for the data.  That’s backward.  Data, and all the other technological tools in our arsenals, needs to work for us.  Make sense?

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October 16, 2015 · 9:30 am

Food For The Ages

Celebrating my dad’s 90th birthday got me thinking about age and why some people live so long. As a happy coincidence, I read some things the other day that represent this week’s Foodie Friday Fun. They had to do with some of the oldest living humans and to what they attribute their long lives. As it turns out, foods of various sorts are involved, as is an excellent business/life lesson.

The NY Post reported on a Brooklyn woman who is 116 and eats bacon, eggs, and grits every day. In fact, she has been known to eat bacon throughout the day and claims that the secret to living a long and happy life involves surrounding yourself with positive energy and bacon helps to do that. Not to be outdone in attributing long life to consumption of pork products, there is a woman in China that is 117. She has eaten twice-cooked pork three times a day and says pork is the secret to her longevity.

Then there is the woman in New Jersey who is 110 and attributes her long life, in part, to the three beers she drinks each day along with a shot of whiskey. Since researchers say centenarians typically show such characteristics as a steady routine and avoidance of stress, a few beers and a shot to keep one happy can’t hurt alleviate the stress.

Pork not your thing?  Well, there is a woman who is 116 years young in Japan who says the secret food is sushi, particularly mackerel on vinegar-steamed rice, and she has it at least once every month.  “Eat and sleep and you will live a long time,” she said in a message to The Telegraph. “You have to learn to relax.”

While these women can’t agree on which food is the secret, they do agree on being happy and relaxing.  I suspect that those things are not high on many folks’ lists as they deal with the daily stresses of business.  Wouldn’t the odds of generating long-term profits increase if we were around to help make that happen?  So get some rest this weekend, eat some bacon, have a beer, and relax.  It will all be there on Monday!

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October 7, 2015 · 9:09 am

Blinded By The Light

Yesterday I wrote about using data as a flashlight. There is, of course, a problem inherent in flashlights that is also true about data. If you look at a flashlight the wrong way, you become temporarily blinded. Let someone shine one into your eyes in a dark room and you’ll understand. Data can be blinding too.  

For example, it’s great to have big ears and to listen carefully to what is transpiring with respect to your company or brand in the social sphere. The problem is that we all know those with the loudest mouths tend to be the least satisfied. Some are just chronic complainers; others are trying to get something for nothing. Taking their buzz as gospel can drive you insane as well as point you in the wrong direction. Obviously they can’t be ignored, but that’s a beam of light we need to be sure is aiming in the right direction.

Ratings and reviews are other sources of excellent information, but be sure that as you’re researching (both those of your own brand and those of your competitors) that you’re not falling prey to fake information. There are companies that hire scammers to write them, as this piece explains in detail.  Place what’s out there publicly in the context of your own customer service data and support emails.  Are there large differences?  Complaints that are never made privately but seem to be a steady drumbeat publicly?

I like this quote:

The paradigm has historically been to do some qualitative studies to develop hypotheses for testing, then validate and measure through quantitative studies. The only difference now is that, in addition to intimate panel-based research, we also have the ability to get much more input from a panel of millions.

So as you’re using those million beams of light, don’t forget context and source.  Make your data set as comprehensive as possible before drawing conclusions.  Failing to do so means blindness rather than illumination.

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