Posts
1000 irritations or 1 catastrophe?
How most banks complaints systems drive them to fix trivial problems first and ignore the rarer customer disasters.
Why some KPIs are like pasta makers
We keep things for lots of reasons. Understanding why we hang on to kitchen gadgets we never use can help us work out tactics for getting rid of unused KPIs.
Too many measures, not enough space?
A really common problem I see is that at some point, no matter how small you make the graphs and tables, you run out of space to show everything you want to show in a report or dashboard. What do you do? You can leave stuff out, but that can often unbalance the view you…
Let’s stop kidding ourselves
New research shows that we can be tricked into assuming there’s a link between activity and outcomes. Is blind optimism leading your business down a dead end?
How to measure the “unmeasurable”
I’m often told that some things are impossible to measures. It’s true that some things are much less obvious but there are some pretty ingenious ways around this. If you can’t measure something directly then you can look for “coincident” events or activities. What am I gibbering on about? Let me give you an example:…
Bargains galore…
I’m sad. I take photo’s in Sainsbury’s, but these price tickets just made me smile!
Why that call centre wants to get you off the phone…
We have all been hurried off the phone by a call centre. Have you ever wondered what made that happen?
When to leave things out and ignore people….
Sometimes things jar when you first see them. I see this a lot with dashboards that I help design (or redesign). People become very wedded to both the look – but more crucially they are wedded to the logic of how something is laid out. I think a brilliant example of this is the modern…