Listen Understand Do - more important than just focusing on Measuring Customer Engagement on the Web | The Social Customer

Julia Hunt writes in The Social Customer - its not just enough to measure, but to recognize that what is easy to measure may not be the thing to get you to the goal you hope for.

"The folly of measuring web visits while hoping for community engagement."

to paraphrase a seminal management classic by Stephen Kerr "the folly of rewarding A while hoping for B"

Ms Hunt writes a comprehensive review of engagement metrics while never losing sight of the essential HUMANITY of the act of engagement.

Not easy to measure, Engagement - but essential to understand, listen and act to earn engagement and keep engaging.


Goals and Metrics – Measuring Customer Engagement on the Web | The Social Customer

Mastering the Emergent Strategy Process

This is well worth reading.


Doug Engelbart has been trying for a VERY long time to articulate this concept, he called it networked improvement communities.

But this description of Emergent Strategy is the clearest statement of what Doug has been striving to say. READ THIS - it will change how you think about risk and innovation.

And you will be the better for it. The Pixar story is terrific.

I'm in the middle of reading Droidmaker by Michael Rubin which is the "prequel" to Pixar - so its very timely to see how the Star Wars beget Lucasfilm which beget Pixar - which is putting story telling on the map.

And why is this important?


upon our gifted age in our dark hour
falls from the sky
A meteoric shower
of S
.....T
.......0
.........R
............I
..............E
.................S
Of acts of Beauty and Compassion
That go unremarked and unrecognized

Wisdom enough to leech us of all our ill, is daily spun
Let our loom of legacy weave wisdom into the fabric of our daily lives

Tip of the hat to Edna St Vicent Millay




Mastering the Emergent Strategy Process

It's in the stats: Red Sox will win 101 games - Stats can be fun!

Tip of the hat to the Christian Science Monitor for writing a great story on how statistics can help us get more of what we want.


It's in the stats: Red Sox will win 101 games