The Hotels.com session was absolutely fantastic, awesome example of what it looks like when you get a real Analytical Culture at work. They linked customer comments / complaints directly to TeaLeaf session playbacks and e-mailed this package to the VP responsible for the issue the customer brought forth. That would be pretty remarkable by itself.

But then, using a cross-functional team, they found true root cause and corrected the problem, sometimes within hours, no matter “who” was at fault – IT, customer service, marketing, product, fulfillment. Fantastic. Failure as a learning experience, not something to whack people with.

Not that I didn’t learn anything, the lobby bar was absolutely packed every night until the wee hours and a lot of learning was going on there!