data Archives - Page 2 of 2 - Dennis E. Gilbert

06
Jun 19
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Frame Bigger or Smaller?

Tags : affirmations data frame information overload

Decisions we make are based on our frame. How our community works, based on our frame. Our World, political, and religious views, based on our frame. Should you frame bigger?

When you shun the input of others you are limiting your data. When your community doesn’t reach beyond the river, highway, or state line, you’re limiting your exposure. If you decide to watch only one news channel you are limiting your perspective.

Push Data

The internet is a great service. As a component infrastructure, it matters.

Use a browser to research a product or service. You’ll be reminded of it again and again. Look up something you’re interested to purchase from eBay, you will see a lot more of it in the margins.

This isn’t a coincidence.

What we believe is largely based on our experiences. It is what exists within our frame.

Bigger Frame

Your position on global warming, based on your frame. Your belief about the pyramids in Egypt, based on your frame. Political views, should you choose to engage, based on your frame.

Many people feel like they are in a World of information overload. Perhaps it is true, yet differences in thinking are often viewed as a false narrative, not an opportunity for a different perspective.

In a World where there is more information at our fingertips than we can possibly digest, we must wonder about the validity and reliability of our data.

Should we question the size of our frame? Should we allow more ideas to enter then filter, instead of filter and then allow entry?

Your frame will not only condition what you believe, it will also determine everything that happens next.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

26
Mar 19
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Data Listening, Do You Have This Skill?

Tags : data decision making frame listening

Data is out there, it is everywhere. We have lots and lots of data but what does it all mean? What about the opinions from friends, coworkers, or clients? Are you effective at data listening?

When we hear the word data we often think about numbers. We think about the financial statement, the metric for production efficiency, or the results from a scientific study. Sure, that is data, but so is the information that surrounds us.

Data Trouble Spots

Several trouble spots with data often plague organizational team members. It may be the CEO, or it may be the front-line team lead. It happens in stand-alone decisions or in the group or committee. Are you listening to the data? Should you?

Here are a few trouble spots:

Biased listening
Inappropriate frame
Too much data
Too little data
Opinions not facts

Often the more experienced we believe we are, the less effective we are at data listening. As leaders grow and elevate their status they may also start to listen with less efficiency and more bias.

Self-perception or deception is often problematic. Leaders make choices based on gut feel, or what seems to be the most mainstream point of view. Worse, they sometimes do it for future positioning or self-interest.

Data Listening

Some listening deficiencies are easily improved. Others are harder to identify or address.

Framing is a significant problem. Simply put, people don’t know what they don’t know. Every decision we make is based on our frame.

While the origins are obscure, the idiom, “Think outside the box,” is often attributed to John Adair who studied critical thinking in the late 1960’s and early 1970’s. Watch out for the frame you place around your decisions.

Information and data are everywhere, it is the art of exceptional listening that makes a difference for what happens next. Thinking alike is often just as problematic as it is good.

Sometimes the best way to see the data is with a different set of eyes.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

06
Feb 19
-

The Consequences of Bad Data

Tags : data information leadership opinions responsibility

A data driven society? Yes, it’s likely we can apply that label. If we have a data driven society what happens when we have bad data?

As I write this, it is winter. Early February, in Pennsylvania. We’ve recently had some very cold temperatures, snow, and of course, ice.

In the winter months I mostly drive my 20-year-old Tahoe. Winter roads in the Northeast are not kind to vehicle life. I’m thankful for my Tahoe. It’s a trusty rusty machine.

Bad Data

Yesterday, it was around 60 degrees. Snow and ice melting rapidly. I jumped in my Tahoe to proceed to an event. Inside the vehicle it felt so warm, I had to crack a window.

Once underway and rolling down the highway, I glanced to my rearview mirror where there is a digital thermostat. It was displaying minus 36 Fahrenheit, then minus 37, eventually hitting minus 40. Should I trust these numbers?

At the event, I overheard people discussing the local temperature. Comparing the past week, to the current week. Funny how many different temperatures were being reported. Are these facts?

During the event, there was additional information exchanged. Opinions shared, research claimed, materials produced, and notes taken. People processing data.

In a recent workforce meeting I attended, an organization cited an employee turnover ratio of 56 percent. I thought, it must be incorrect, perhaps a decimal problem, or some other error. I asked, “Is there a decimal problem?” The answer was, “No.” Good thing I asked.

Part of the Solution

Our workplaces are often outlined and highlighted with data. Numbers, reports, infographics, facts, opinions, statistics, and presentations.

Be careful with your data. Know what you are presenting. Do appropriate research. We can be a part of the problem, or a part of the solution.

Everyone has a responsibility with data.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

16
Jul 18
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Will AI Change The Customer Journey

Tags : AI artificial intelligence data marketing sales

Is AI (artificial intelligence) going to change the customer journey? AI change is happening now. Nearly everything is being influenced and driven by data. Data means automation, and automation means AI.

It has been happening for years. In the past decade it has been accelerating. Are you moving towards AI? Probably, whether you recognize it or not.

Front runners in AI will change the definition and behaviors of the customer journey. Businesses who have not adapted will appear to be offering an inferior experience.

Data Driven

We once went to the bank on Friday to cash a paycheck. Then direct deposit became popular, first as an option, eventually as the norm. People are also using less cash and doing more debit or credit card purchases.

This isn’t news, but what does it mean? It means data. Data means automation, and automation means AI.

Now imagine interfacing this data capture with other data to enhance the customer experience. Imagine knowing when, how, and what your next move will likely be, or perhaps, should be.

Imagine every Friday you go to a local ATM and withdraw fifty dollars in cash. Next imagine that every holiday weekend in the summer you spend at a family home two hours from your residence.

What is the AI application here? Will AI change something?

AI Change

On the Friday of a holiday weekend imagine the ATM asks you one additional question. “It is a holiday weekend, you’ll likely be out of town, would you like to withdraw additional cash?”

Of course, some would quickly identify that the ATM could be programmed to do this without knowing your usual travel plans.

What if you started out of town on Friday of a holiday weekend and your smartphone reminded you that you had not yet visited the ATM?

Imagine that you also normally visited the dry cleaner, stopped at a convenience store, and checked the weather through an on-line app.

Now imagine you are running late and you get a (smart phone) reminder that the dry cleaner is about to close, the convenience store is nearly out of ice for your cooler, and a thunderstorm is about to break out in the area.

Better yet, it reminds you that you’re now traveling away from your home and with the coming storm you’ve left two windows open.

Wouldn’t it be great? It is coming. In fact, most pieces of this are already emerging.

-DEG

Originally posted on July 16, 2018, last updated on May 4, 2019.

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

17
Apr 18
-

Comparing Performance, Is That The Best Way?

Tags : coaching comparison data performance

People who shop for a new car often compare feature by feature with a competitive brand. The same is often true for buying a television, a washing machine, or the new techie gadget. Do you believe comparing performance is important for your career or is it mostly counterproductive?

Amateur or Professional

Professional business coaching is an interesting skill. So many amateur coaches want to dive right in and give the textbook representation for what to do next. The reality is that it isn’t that simple. Each person is different, at a different place, with different needs, and as such, they need different coaching.

I love it when I talk with people trying to start a practice. They’ve often invested in training, but their training seldom teaches them that one size does not fit all. If there is an attempt to teach it, the students apparently fail to learn.

It happens with the fitness coach. Pick up that kettle bell and swing it until you puke.

And the change coach. You must let go of your fears. It is fear that is holding you back.

The truth of it often is that this is the recommendation that they use for themselves or something that has worked with a different client or is found on page 35 in the textbook. It is helpful and appropriate to some, but not all.

Data Comparison

The problem may be in the comparison. Data can be a great resource, but when the data is not used appropriately, it is not good data.

Many people find themselves comparing their performance to an expectation. That expectation may be based on observable data, past performance, benchmark data, or in some cases the expectations of others.

It may be that we are at a place where finding ways to be disappointed has never been easier. Some will compare their vacations, their home, or their eye makeup on social media. Others may observe job titles, inflated salaries, and someone’s MLM selling skills.

Their data is entirely based on their network of people, and frankly, it is easy to become disappointed. What many never consider is that the very data they compare to is exaggerated. It isn’t necessarily real. Of course the data may be real, but its origins and authenticity are questionable.

Those with research skills may quickly suggest that it is not valid or reliable.

Comparing Performance

Perhaps for your own individual performance the best comparison is against your own data. What (supposedly) worked for someone else may not be best for you. Try comparing performance against where you are at right now. Establish your own baseline and create goals appropriate for you.

It is easy to find someone else who has a better car, a better job, or is in better physical shape. What is the point of that? That isn’t your data, and you don’t even know if it is real.

Sometimes the best part about their data, is that it provides motivation. Motivation is good, just be sure to compare your performance to your own realistic goal.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

29
Sep 17
-

What Customer Service Anchors Are You Using?

Tags : anchors brand customer service data risk

I really like the metaphorical use of the word anchor. Actually, if you consult a dictionary my use may not be metaphorical. We often anchor mentally, emotionally, to data or other types of input. Our thoughts directly connect to our decisions, which connect to our actions. Do you use customer service anchors?

Have you thought about things that you anchor to personally or professionally? What anchors does your department, your team, or the organization use?

Anchors and Decisions

Anchors have a lot to do with our decisions. We may consider what we have to gain or what we risk losing. Often these decisions are connected to time or money.

When we speed on the freeway, we’re taking a risk. The risk often isn’t measured by considering safety it is measured by the consequences of time and money. We may speed because we believe we can arrive sooner, and we make the choice about the risk of receiving a ticket. The citation costs us money.

The customer service that organizations deliver is rooted deep within the internal operation. It may exist in engineering, research and development, or in the manufacturing process. In service only organizations, it exists in the timeliness, attention to detail, follow through, and client outcomes.

Organizations are often not doing well with walking the talk. They may actually believe that they have a culture of customer service, until their continued struggle for growth, or even to sustain, makes it obvious. The customer experience is never what you say it is, or even what you design it to be. Ultimately, the customer decides.

Customer Service Anchors

When you have processes and procedures that are driven by people who will make decisions and choices based on their thoughts and assessment of risk, you have to consider their anchors. What customer service anchors are affecting your operation?

Here are few possibilities to consider:

Mistakes. A mistake is made. Is it a big mistake or a little mistake? Does it, or will it affect the customer? Will the customer notice?
Quality. The produced product is close; redoing it will cost time and money. It’s not perfect, will we ship it anyway?
Questions. A customer may ask if it will solve their problem. The true answer is unknown. The sale is important. What will you tell the customer?

While some of these are rooted in ethics and integrity, they are all likely a product of the organizational culture. Employees often learn to anchor to the data they encounter from the environment in which they work. This is rooted inside the organization and is reflected in the reputation of the brand.

What customer service anchors are happening in your organization?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

31
Jul 17
-

Data Driven Decisions or Emotional Choices?

Tags : anchoring data decision making leadership

Many professionals look to the data to help make decisions. Data is important and critical for executives, scientists, and engineers. How does data affect your business? Are data driven decisions used or is it more based on emotions?

I remember sitting in a community college classroom in the mid-1980’s, our instructor challenged our thinking with a concept. “If you travel 8 to 10 miles per hour over the speed limit coming from fewer than 20 miles away will you arrive at class earlier?”

Most quickly suggested that, yes, you would. The instructor pushed for additional thinking about stop signs, streetlights, and even the possibility of waiting for a train that crosses near the entrance.

We live in a world of data. Data that might make a difference or it might not.

Powerful Numbers

Two pieces of hand sliced bread, three apples from the produces section at the market, or a coffee refill by the wait staff at your favorite breakfast spot. Which bread slice is bigger, which apple weighs the most, or did I get the most ounces coffee for my money?

Millions of people play the lottery even though the chances of winning are known to be very small.

Data is important but it might not tell the entire story.

Do you use data to make decisions? Nearly everyone does. Are you anchored to that data? Is the data accurate? Does a single number provide the guidance or is it more about a trend?

Data is probably important for decisions, but it doesn’t mean that people will make smart choices.

Emotions Sometimes Drive

The feeling of faster, bigger, and most value for your dollar is important. So is feeling lucky.

Consider though that all of those are about feelings and emotions. Fitting data to your emotions is commonplace. It might be easy to find an example.

What about the average, mean, or statistical probability, do any of those prove your choice will be the best?

Data Driven Decisions

Trends and probabilities are probably better than any single number.

Data designed to fit or provided as proof is probably not a trend.

Be careful of data, it might be guided by hope and emotions.

One number matters much less than the trend.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Tag Archives: data

Jun 19

-

Push Data

Bigger Frame

Mar 19

-

Data Trouble Spots

Data Listening

Feb 19

-

Bad Data

Part of the Solution

Jul 18

-

Data Driven

AI Change

Apr 18

-

Amateur or Professional

Data Comparison

Comparing Performance

Sep 17

-

Anchors and Decisions

Customer Service Anchors

Jul 17

-

Powerful Numbers

Emotions Sometimes Drive

Data Driven Decisions

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