I can’t draw I am not bestowed with an artistic talent. That is not a defeatist attitude, just (another) realisation that I am less than perfect. At school I took art lessons. They were possibly the most painful hours in my life; my school friends would sketch away with alacrity creating images of great beauty […]
The Two Reasons why Your M.I. is Always Wrong
My 4-year-old daughter is learning to count. She is obsessed by it. She counts everything: 1.. 2.. 3.. 4.. 5.. 6.. Everywhere we go. Most of all though she counts steps. Particularly in castles and cathedrals (which is fun) and car parks (which when you are laden with bags full of shopping… that you just […]
What Can Your Mother Teach You About Incentives?
In 2003 the economist Anton Suvorov developed the “principal agent theory”. He investigated the way agents (think employees or children) react to the interventions of principals (think bosses or parents). He looked at the way rewards and bonuses act. All very clever and insightful stuff. I was discussing it with my mother. She smiled at […]
Call Centre Metrics the Zappos Way
This is a guest post by Ashley Furness Zappos is renowned worldwide as a standout performer in customer service, partially for the e-retailer’s unique approach to customer performance and productivity management. Zappos invests in its call centres, seeing them not as cost, but as an opportunity to market. Recently, I sat down with the company’s […]
Big Data: How to Cope With It
We are accumulating data at a truly alarming rate: Loyalty cards Phone bills Search queries E-mails Blog posts You name it, it has data and it is all being squirreled away. Gigabytes, Terabytes and Petabytes of it. Before long there will be Yottabytes of the damn stuff. Big Data. A new world full of opportunity […]
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