Are Retail Analytics Like 24-Hour News Networks?
We have immediate access to loads of data in today’s world, but just because we can access lots of data in real time doesn’t mean we should access our data in real time. In fact, accessing and reporting on the numbers too quickly can often lead to distractions, false conclusions, premature reactions, and bad decisions.
I remember a time I switched on CNN and saw — played out in all their glory on national TV — the types of issues that can occur with reporting too early on available data.
CNN reporters “monitoring video” from a local TV station saw Coast Guard vessels in the Potomac River apparently trying to keep another vessel from passing. They then monitored the Coast Guard radio and heard someone say, “You’re approaching a Coast Guard security zone. If you don’t stop your vessel, you will be fired upon. Stop your vessel immediately.” And, for my favorite part of the story, they made the decision to go on air when they heard someone say “bang, bang, bang, bang” and “we have expended 10 rounds.” They didn’t hear actual gun shots, mind you, they heard someone say “bang.” Could this be a case of someone wanting the data to say something it isn’t really saying?
In the end, it turned out the Coast Guard was simply executing a training exercise it runs four times a week! Yet the results of CNN’s premature, erroneous, and nationally broadcast report caused distractions to the Coast Guard leadership and White House leadership, caused the misappropriation of FBI agents who were sent to the waterfront unnecessarily, led to the grounding of planes at Washington National airport for 22 minutes, and resulted in reactionary demands from law enforcement agencies that they be alerted of such exercises in the future, even though the exercises run four times per week and those alerts will likely be quickly ignored because they will become so routine.
In the days when we only got news nightly, reporters would have chased down the information, discovered it was a non-issue, and the report would have never aired. The 24-hour networks have such a need for speed of reporting that they’ve sacrificed accuracy and credibility.
Let’s not let such a rush negatively affect our businesses.
Later on that same day, I was attending a conference discussion on the role of web analytics in site redesigns. Several analysts in the room mentioned their frustrations when they were asked by executives for a report on how the new design was doing only a couple of hours after the launch of new site design. They wanted to be able to provide solid insight, but they knew they couldn’t provide anything reliable so soon.
Even though a lot of data is available within a couple of hours, that data lacks the context necessary to start drawing conclusions.
For one, most digital redesigns experience an intial dip in key metrics as regular customers adjust to a new look and feel. In the physical retail world, we call this the “Where’s my stuff?” phenomenon.
But even if we set the initial dip aside, there are way too many variables involved in the short term of most retail activities to make any reliable assessments of the new initiative’s effectiveness. As with any short term measurement, the possibilities for random outliers to unnaturally sway the measurement to one direction or another is high. It takes some time and an accumulation of data to be sure we have a reliable story to tell.
And even with time, data collection is not perfect. For that matter, I’ve rarely seen the perfect set of data in any retail environment. Given the imperfect nature of the data we’re using to make key strategic decisions, we need to give our analysts time to review it, debate it, and come to reasoned conclusions before we react.
I realize the temptation is strong to get an “early read” on the progress of a new design or strategic initiative. I’ve certainly felt it myself on many occasions. However, since just about every manager and executive I know (including myself) has a strong bias for action, we have to be aware of the risks associated with these “early reads” and our own abilities or inabilities to make conclusions and immediately react.
Early reads can lead to the bad decisions associated with what I call the “full accelerator/full brake syndrome” where too frequent reactions can cause head spinning changes of direction that frustrate our teams and waste valuable time and resources.
We can spend months or even years preparing for a massive new strategic effort and strangle it within days by overreacting to early data.
Instead, it’s better to determine well in advance of the launch — when we’re thinking more rationally and the temptation to know something is low — when we’ll first analyze the success of our new venture. Make such reporting part of the project plan and publicly set expectations about when we’ll review the data and what type of adjustments we should plan to make based on what we learn.
In the end, let’s let our analysts strive for the credibility of the old nightly news rather than emulate the speed and rush to judgment that too often occurs in this era of 24-hours news. Our businesses and our strategies are too important and have taken too long to build to sacrifice them to a short-term need for speed.