When companies make mistakes, customers often write reviews about it online. Some companies have started responding to customer reviews, but do these responses affect the ratings that customers give them? According to a study of hotel reviews on TripAdvisor, yes: When hotels start responding, they receive 12% more reviews and their ratings increase by an average of 0.12 stars (on a 1-to-5 scale). These gains may seem small, but they can have a significant effect on the hotel’s rating, due...| Harvard Business Review
Reprint: R0907Q Traditional metrics don’t capture many of the challenges and opportunities in store for U.S. companies and the national economy. The authors, from Deloitte, present a framework for understanding the forces that have transformed business over the past 40 years—and an index for gauging their impact on performance.| Harvard Business Review
Big data, the authors write, is far more powerful than the analytics of the past. Executives can measure and therefore manage more precisely than ever before. They can make better predictions and smarter decisions. They can target more-effective interventions in areas that so far have been dominated by gut and intuition rather than by data and rigor. The differences between big data and analytics are a matter of volume, velocity, and variety: More data now cross the internet every second than...| Harvard Business Review
Email has become the bane of the 21 st century workers’ existence, but by making a few changes to how we process e-mail, we can take back time in our workday. For starters, move every email out of your inbox the first time you read it, so you don’t run the risk of re-reading it later, thus wasting time. Turn off distracting notifications and instead check your email hourly, setting aside 5 to 8 minutes per hour to do so. Instead of filing e-mails you want to keep in multiple folders, use ...| Harvard Business Review
