52 Things We Wish Someone Had Told Us About Customer Analytics

52 Things We Wish Someone Had Told Us About Customer Analytics is for anyone who uses customer information to make business decisions: CMOs, CEOs, product owners and the people who provide that information, e.g. data scientists, market researchers, business analysts. By tying impact to tools and techniques, through real-life stories, we hope to help decision makers better understand how to use customer data while helping data analysis providers understand how to create output that end users will value.This book provides 52 real-life anecdotes that illustrate important learnings about customer analytics. It draws from the worlds of big data and customer insights. It is our contribution to help managers do a better job using customer analytics (what to do and what not to do) so that the analytics actually makes a difference.Books on customer analytics (data science, business analysis, market research, whatever you like to call it) primarily exist in two categories: as academic texts, which discuss theoretical approaches to data analysis problems; or as technical texts, which teach the statistics or computer programming required to conduct an analysis. As the focus of these books is on analysis tools and techniques, fictitious examples are often used to explain main topics. Our book fills in the missing gap between these approaches by providing real-life, practical stories, tying analysis directly to business value.---"Essential reading for those who want to cut through all the hype of big data. This book has practical advice on how to have real financial and business impact, from the experienced authors who have done this in real life."John ForsythFormer Principal (Partner), McKinsey, former Head, McKinsey's Global Customer Insights Practice---"Mike and Alex have delivered an entertaining and highly readable romp through many aspects of customer analysis-from qualitative focus groups through to terrabytes of big data; and utilizing many real-world examples to reinforce their points. They employ a relentless focus on the use of analysis to deliver meaningful and impactful business value ... and that should matter to you, too, whether you're the CEO, the product owner or a junior analyst delivering the work."George HaylettFormer Asia Analytics Head for Amex, Citibank and HSBC---"Significance. Reliability. Confidence. These and other such terms can be a mantra for both suppliers and buyers of data and analytics. Whether it be big data, qualitative research or something in between; sampling, statistics and "findings" are often the drivers of customer or business analytic exercises. But what about relevance? If the results cannot direct business decisions, what does it matter how "accurate" they are? Used correctly, such analytics are an enormously powerful driver of business performance and profitability. But only if the findings have business salience or business significance. Otherwise, aren't they just another type of BS? In this book, Mike and Alex Sherman lay out some wonderful examples of how the time and money spent on business analytics can transform decision-making or be a complete waste of time. It contains great lessons for buyers and users of such services. But I would also commend it to consultants and suppliers. We shouldn't need to sell what a computer can do with data. We should be promoting what humans and businesses can do by asking the right questions of the results."Adrian ChedoreFormer CEO of Synovate---"This book thoughtfully and practically reminds us that, as we continue to further automate consumer insight analytics efforts with the newest analytics and AI technology, human thinking and human understanding of the fundamental purpose of the analysis, and of the questions that are essential to understanding that purpose, becomes even more important."Professor Steven MillerVice Provost (Research), Singapore Management University

Erin Ruel′s 100 Questions (and Answers) About Survey Research covers the entire survey research process, starting with developing research questions and ending with the analysis and write-up. It includes the traditional survey topics of design, sampling, question writing, and validity; includes a chapter on research ethics; covers the important topics of preparing, cleaning, and analyzing data; and ends with a section on how to write up survey results for a variety of purposes. Useful as a supplementary text in the classroom or as a reference guide for anyone starting a new survey project, the guidance is presented in a FAQ style to allow readers to jump around the book, so as to accommodate the nonlinear and iterative nature of research.

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

This guide reveals how writers can utilize cognitive storytelling strategies to craft stories that ignite readers’ brains and captivate them through each plot element. Imagine knowing what the brain craves from every tale it encounters, what fuels the success of any great story, and what keeps readers transfixed. Wired for Story reveals these cognitive secrets—and it’s a game-changer for anyone who has ever set pen to paper. The vast majority of writing advice focuses on “writing well” as if it were the same as telling a great story. This is exactly where many aspiring writers fail—they strive for beautiful metaphors, authentic dialogue, and interesting characters, losing sight of the one thing that every engaging story must do: ignite the brain’s hardwired desire to learn what happens next. When writers tap into the evolutionary purpose of story and electrify our curiosity, it triggers a delicious dopamine rush that tells us to pay attention. Without it, even the most perfect prose won’t hold anyone’s interest. Backed by recent breakthroughs in neuroscience as well as examples from novels, screenplays, and short stories, Wired for Story offers a revolutionary look at story as the brain experiences it. Each chapter zeroes in on an aspect of the brain, its corresponding revelation about story, and the way to apply it to your storytelling right now.

The latest from Ian Leslie, the author of Born Liars, a Globe and Mail Top 100 Book, is a fascinating look at the human characteristic of curiosity — our extraordinary capacity to take pleasure in discovering, learning, and understanding. Curious shows how the practice of “deep curiosity” — persistent, self-reflective seeking of knowledge and insight — is key to the success of our careers, the happiness of our children, the strength of our relationships, and the progress of societies. But it also argues that it is a fragile quality, which wanes and waxes over time, and that we take it for granted at our peril. Ian Leslie proposes that the Internet is opening up a “curiosity gap,” by exacerbating the divide between those with a large cognitive appetite, and those happy knowing no more than they have to know; between the curious and the incurious. He draws on many sources and stories to illustrate his points: Benjamin Franklin at Portsmouth Harbour studying the effect of oil on choppy waters; a bored Galileo distracting himself in a Pisa cathedral by observing the swinging of a recently lit lamp; Leonardo da Vinci doodling ideas in his notebook; Google co-founder Larry Page’s thoughts on the perfect search engine; the invention of the microwave oven; the advantages of your local bookseller over Amazon’s algorithms; a reassessment of Donald Rumsfeld’s defense strategy, and many more. Rich, textured, and exciting, Curious is a new take on the most absorbing human trait of all.

An instant New York Times bestseller, Dan Lyons' "hysterical" (Recode) memoir, hailed by the Los Angeles Times as "the best book about Silicon Valley," takes readers inside the maddening world of fad-chasing venture capitalists, sales bros, social climbers, and sociopaths at today's tech startups. For twenty-five years Dan Lyons was a magazine writer at the top of his profession--until one Friday morning when he received a phone call: Poof. His job no longer existed. "I think they just want to hire younger people," his boss at Newsweek told him. Fifty years old and with a wife and two young kids, Dan was, in a word, screwed. Then an idea hit. Dan had long reported on Silicon Valley and the tech explosion. Why not join it? HubSpot, a Boston start-up, was flush with $100 million in venture capital. They offered Dan a pile of stock options for the vague role of "marketing fellow." What could go wrong? HubSpotters were true believers: They were making the world a better place ... by selling email spam. The office vibe was frat house meets cult compound: The party began at four thirty on Friday and lasted well into the night; "shower pods" became hook-up dens; a push-up club met at noon in the lobby, while nearby, in the "content factory," Nerf gun fights raged. Groups went on "walking meetings," and Dan's absentee boss sent cryptic emails about employees who had "graduated" (read: been fired). In the middle of all this was Dan, exactly twice the age of the average HubSpot employee, and literally old enough to be the father of most of his co-workers, sitting at his desk on his bouncy-ball "chair."

A Holocaust survivor's surprising and thought-provoking study of forgiveness, justice, compassion, and human responsibility, featuring contributions from the Dalai Lama, Harry Wu, Cynthia Ozick, Primo Levi, and more. You are a prisoner in a concentration camp. A dying Nazi soldier asks for your forgiveness. What would you do? While imprisoned in a Nazi concentration camp, Simon Wiesenthal was taken one day from his work detail to the bedside of a dying member of the SS. Haunted by the crimes in which he had participated, the soldier wanted to confess to--and obtain absolution from--a Jew. Faced with the choice between compassion and justice, silence and truth, Wiesenthal said nothing. But even years after the way had ended, he wondered: Had he done the right thing? What would you have done in his place? In this important book, fifty-three distinguished men and women respond to Wiesenthal's questions. They are theologians, political leaders, writers, jurists, psychiatrists, human rights activists, Holocaust survivors, and victims of attempted genocides in Bosnia, Cambodia, China and Tibet. Their responses, as varied as their experiences of the world, remind us that Wiesenthal's questions are not limited to events of the past.

You can go after the job you want…and get it! You can take the job you have…and improve it! You can take any situation you’re in…and make it work for you! Since its release in 1936, How to Win Friends and Influence People has sold more than 30 million copies. Dale Carnegie’s first book is a timeless bestseller, packed with rock-solid advice that has carried thousands of now famous people up the ladder of success in their business and personal lives. As relevant as ever before, Dale Carnegie’s principles endure, and will help you achieve your maximum potential in the complex and competitive modern age. Learn the six ways to make people like you, the twelve ways to win people to your way of thinking, and the nine ways to change people without arousing resentment.