Column: “Are we obsessed with measuring our work and lives?” at The Tennessean

An excerpt:

Having one number that truly represents your primary goal is like having a secret decoder ring for your real priorities. It frames all other decisions in those terms.

Weighing every decision against this single quantified goal necessarily oversimplifies the messy reality of how many factors go into every decision.

But to be truly meaningful, a measurement needs context.

Read the rest at the link:
http://www.tennessean.com/story/money/tech/2014/07/20/obsessed-measuring-work-lives/12906209/

Column: “How to get customer data without being creepy” at The Tennessean

An excerpt:

It’s vital for companies to use the resources at their disposal, including data and data-driven experiments, to make themselves better, faster, and smarter at making decisions and serving their customers. That includes testing to make products better, make customer experiences smoother, make messaging more relevant, make operations more efficient, and so on. It covers a lot.

But what businesses should not do is take extraordinary license with the permissions customers give them through their interactions with them.

Read the rest at the link:
http://www.tennessean.com/story/money/tech/2014/07/03/customer-feedback-data-experiments-online/12189743/