doug smith training

Facts matter. We should pay attention to data. And, we should remember that data isn't the whole game. Data is a poor indicator of feelings.  Feelings matter. People will believe that they matter when leaders show them that their feelings matter. That's not always easy and it can even be counter-intuitive if you're an analytical sort like me, but it is necessary. Facts matter. Feelings matter. And, more often than we might care to admit, people decide based on how they feel. How do you feel about that? -- doug smith 

Have you ever noticed that a business you are dealing with suddenly offers a better deal to NEW customers than what you already have? How does that make you feel? Big data has produced so much specific stratification in our customer worlds that it is now possible to only give our best to those customers who are most profitable. It is possible to overlook those customers who have been loyal (and have gotten us to where we are) in favor of recruiting new customers. It is possible to treat different classes of customers differently. Does that feel intuitively right to you? What if you're a member of a class that's treated with lower quality than another? Chances are, that IS happening to you in one transaction or another. Do we really want to keep building a society where those who pay more are treated better? What about offering everyone our constant best? That doesn't mean that we stop using data to identify our best opportunities or serve our best customers exquis...