15 minutes of fame can kill you
I love food. And I love all kinds of food from swanky fancy meals to hotdogs and fries. So it should not be a shock to anyone that I love the Food Networks show, "Diners, Drive-ins, and Dives" Hosted by Guy Ferri. I am such a fan that anytime I am traveling to a new city or even cities I have been to in the past I look on the web site flavortownusa.com to see if any of the places that were on the shows are there and I try my best to get to them. This little "hobby" has led me to some amazing food discoveries, the Red Iguana in Salt Lake City, Pats BBQ in Salt Lake City, Magnolia Cafe in Austin Texas, Marietta Diner in Marietta Georgia.
But then I was planning a trip to Maine and I saw the episode on The Porthole, in portland Maine. Here, you watch the segment and see if you are not just drooling at the thoughts of the food there.
So, I talked the family into trying the place and we showed on a Wednesday summer afternoon in Portland, hungry from a long flight and we were excited to try the place. I took a picture of the sign to add to my facebook collection of Triple D ( Diners, Drive-ins, and Dives) adventures and entered the place. The chef from the segment could been seen in the kitchen and I was geeking out at being there and even saw the "Guy ate here" sign on the wall. So we waited to be seated for our turn to try the tasty treats, and we waited, and we waited. After a good 15 mins of standing there while the staff whisked back and forth they finally took notice we were there and told us to sit anywhere. It seems they had a hostess stand outside if you wanted outside seating but if you wanted inside it was a free for all. So we sat.....and waited some more. Another 15-20 mins passed before someone from the staff graced us with their presence. The family and I kept getting more and more frustrated as the time went by. Normally I would have already walked out, but we really wanted to try the food. After some dismissive comments from the waitress about the delay we got up and left. I was very disappointed.
The problem with having your business profiled on a national stage like that is the expectations that are set for people that see that and then seek you out, expecting not only the great and amazing products they see but a great level of customer service as well. We did manage to give the Porthole another try a few days later on our way back through town and yes the food was very good, but the service was still slow and there was this "you are lucky we let you eat here" attitude in the place. I will not be going back there again. Promises of excellence that are empty or fall short of that expectation are failures, pure and simple. It matters not if you now think you are great because of what you did in the past, or because the one day a film crew was there you had the staff be polite and attentive. What matters is how you treat the current customer, and how you treat the next one.
Too often you see businesses that may have been these fantastic companies in the past, that now are failing to live up to their past standards. Sure these businesses may continue to have some success but they will never be that special company that people talk about on and on to their colleagues and friends. What will happen to them? Some will continue on serving up a mediocre experience and both they and their customers have accepted that, some will fail and shut their doors, few will turn it around.
So if you or your business gets featured and reaches that 15 minutes of fame are you going to try and just ride on the coattails of that fame? Or will you say...ok that was cool... what are we going to do next to improve upon that. That is where the challenge and real fun is.
Thoughts from Thirty Thousand Feet
I have written and deleted and re-written this opening paragraph about six times already as I try and pull together my thoughts. It being Mother's Day I thought of writing a post about all the life lessons I learned from my Mom. But as I got into it, I got a little emotional as the last time I saw my mom was two years ago on Mothers Day. So then I thought I would do a post based on the "Wind in the Willows" and go about mocking folks while referring to them as Mr. Toad or Mr. Mole or Ratty. That was a fun 20 minutes of writing but I ended up deleting that too. As as I am sitting here on this flight after spending a glorious weekend with my family I thought about what I would say to my son about the recent events. So this is what I ended up with.
1) Be proud of yourself. The things that you have worked for are great things and you should be proud of accomplishing them. I know your Mom and I sure are.
2) Stand up for what you believe in. Don't be afraid to draw a line in the sand and hold to it. You are descended for a long line of stubborn folks and despite a few bumps in the road, that determination will serve you well in life.
3) Do not begrudge anyone else for the things that they have accomplished. Just because you do not have the same things as others or are not able to do the same things, it is no reason to whine and complain and pitch a fit like a three year old. It makes you look foolish and people will wonder how your parents would let you carry on that way.
4) Choose your friends carefully. People that hang around only when things are good will soon vanish when times are tough. Find a friend that will not only bail you out of jail, but most likely be sitting there next to you. You know what I mean here.
5) Do not be the "I'm taking my ball and going home kid" no one likes him, he gets picked last at the playground, and ends up taking a cousin to the prom.
6) Stealing this one from Abe Lincoln. "It is better to be thought a fool, than to open your mouth and remove all doubt"
7) If you poke the 400 pound bear with a stick long enough, he will rise up and remove your head from your shoulders. Think carefully about your actions and the reactions they will cause. I am not telling you to not stand up for yourself, or to not react when provoked. Just to think about whether is this a fight you want to get into. Are you willing to try and take that hill?
8 ) Lawyers are for wills, house closings, and for keeping large corporations in line. Any other use of the legal profession is shameful ambulance chasing and equates to calling for "mommy" when you pick a fight you can not win.
9) When someone kicks your friend. Do not stand by and do nothing.
10) There are just some things in life you will perceive as unfair. Suck it up. Rub some dirt on it. Move on to something else.
So now that I have typed this up and I am reading back through this, I know without any doubt that I would indeed tell these things to my son as these lessons were passed on from my parents. If only all kids these days had the benefit of a solid foundation.
10 Questions with Jason Thompson
There are two types of people in the digital measurement space. Those that have had the pleasure of meeting Jason Thompson, and those who have not. I count myself lucky to be in the first group! I met Jason last year, first via twitter and then in person at Omniture Summit and then again at XChange 2010. He is as he seems. A genuine, honest, and all around great guy. A few months back Jason started a great interview series on his blog. I was fortunate enough to get to participate in one of these interviews. And I had such a great experience I asked Jason about turning the tables and giving him 10 questions to answer. He was more than willing to do it. So, no matter which of the two types of digital measurement folk you might be, I hope you will enjoy the interview below and learn a little bit more about someone who I proudly count among my friends.
1) What is it about the digital measurement industry that gets your blood going, and helps power you through the day?
JT: Everyday presents a new challenge. Our industry is so young and fluid that many of us find ourselves, to steal a term coined by Pittsburgh Steelers broadcaster Myron Cope, taking on the role of “slash”. The term “slash” in football is used to describe players who have the unique ability to play Quarterback/Running Back/Wide Receiver/Punt Returner/Punter/Safety. I know when I get up in the morning, that I can be called on to play many different roles throughout the day such as Marketer/Analyst/Developer/Digital Strategist/Implementer/Statistician. How can the thought of that NOT get you pumped up for the day?
2) In a span of a few months you moved from questioning the value of the Web Analytics Association to serving as a committee chair on the brand new Advocacy committee. Can describe this journey?
JT: There is a quote that I first heard in college by Dr. Timothy Leary that really touched me and has had a profound impact on the way I live my life. He said, “To think for yourself you must question authority and learn how to put yourself in a state of vulnerable open-mindedness, chaotic, confused vulnerability to inform yourself.”
Just because the Web Analytics Association (WAA) was actively setting the rules and regulations for our industry didn’t mean that I was going to blindly accept their view of reality. I had to question, poke, and prod. I still to this day question the value of the WAA however I came to a crossroads in my journey where I would either become an active participant in an effort to help shape things based on my view of reality or to completely write off the WAA as having no impact on the digital measure industry. At that point it was simple, I wanted my voice to be heard.
3) What keeps you awake at night?
JT: It seems that when my body is ready to calm down and rest for the night, my mind gets set to ludicrous speed, which makes for a wonderful state of insomnia. I think my mom recognized this at an early age, as she would put me to sleep listening to old time radio shows like ‘Tales of the Texas Rangers’, ‘The Shadow’, and ‘Sergeant Preston of the Yukon’, in an attempt to keep my mind occupied.
Typically I lay awake at night thinking about possible solutions to the day’s problems. There have been many nights in a state of not really being awake but not really being asleep where an elegant solution has been worked out in my mind, and that is why a notebook and pen, albeit not an astronaut pen, is always at my bedside.
4) I know you want to retire to the cabin in the woods, but let’s say you decide to keep working a few more years. Where do you you see yourself in 5 years?
JT: If the past is any predictor of the future, I will be working in digital technology at an extremely small company. My first job out of college I was at Novell, which at the time was well over 5,000 employees. I then ended up at Omniture where there were under 300 employees when I left. Spark Networks came in right around 100 employees and Numeric Analytics around 30. So it looks like in 5 years, I will be working in a 2-3 person company, which would be a dream come true for me.
As far as what I’ll be doing then? I’ll probably still have no idea what I want to be when I grow up but I feel myself leaning more and more in the direction of digital brand strategy. Ever since I got turned onto The Thunder Show, I have been fascinated with the art of developing both personal and business related brands.
5) You win a business lottery, but there is a catch. The money must be spent to create a new business within the digital measurement space. What area would you focus on, and what kind of team would you assemble?
JT: The once clearly defined line between the online world and the offline world is quickly fading as the majority of our online time is spent on mobile devices. I lay awake at night, excited about the possibility of optimizing the offline shopping experience through lessons we have learned measuring and optimizing eCommerce sites. Brick and mortar, turns into click and mortar, which turns back into brick and mortar, on a large enough scale everything is cyclical. I have a lot of crazy ideas about how the shopping cart of the future, with the one wobbly wheel, looks and operates.
I would assemble a very small and agile team that consists of a strategist, someone that consistently executes, and someone who can keep up organized and focused.
6) What is you favorite passage from any book?
JT: Tao Te Ching, Chapter 44
Fame or integrity: which is more important?
Money or happiness: which is more valuable?
Success or failure: which is more destructive?
If you look to others for fulfillment,
you will never truly be fulfilled.
If your happiness depends on money,
you will never be happy with yourself.
Be content with what you have;
rejoice in the way things are.
When you realize there is nothing lacking,
the whole world belongs to you.
7) One of your favorite, well one of your frequent comments on twitter is “It’s not about you, it’s about the community” What drives you to post that?
JT: As you probably know by now, I can be very opinionated and I have no problem getting in your face if you say something that I vehemently disagree with. It seems that more often than not, those disagreements come up when I see individuals going out of their way to shine their own light. Not a single one of us is more important than the community, it’s not about me or you, it’s about us. However, I’ll be the first to admit that the ‘in your face aggression’ approach isn’t always the best way to handle things. So now when I find myself getting upset about something someone has tweeted about, rather than getting up in their grill, I’ll simply tweet “it’s not about you, it’s about the community” and then let it go.
8 ) What is the terminal velocity of an unladen swallow?
JT: What do you mean? An African or European swallow?
I don’t know if I should admit this but in high school I was a thespian and there was a group of us that would frequently get together to watch Monty Python films -- ‘The Holy Grail’, ‘The Meaning of Life’, and my all time favorite ‘The Life of Brian.’ And the answer to you question is yes, we would also get together to reenact and film using an over-sized VHS camcorder, our favorite scenes. That probably helps to partially explain why my mind is so warped and demented.
9) Photography and cooking are two of your other passions in life. How did you become interested in those areas?
JT: Both my mom and my grandfather are amazing artists, I remember being a very young boy accompanying my mom to the studio to watch her paint. Somehow that talent skipped my generation but I still had a burning desire to express myself visually so photography just seemed a natural fit. I would experiment with my mom’s SLR but found it very limiting and then everything changed when I purchased my first digital camera, you know the one that took a 3.5” floppy disk. With digital photography I was free to experiment without the fear of every photo I took having to be developed. I learned as much as I could through practice and then one day I was fortunate enough to run into Kevin Winzeler while we were both working at Omniture. He is one of the most amazing photographers I know and he shared his knowledge freely, he took my photography to a whole other level. If you go back through my Flickr stream, you can clearly identify my photos as Before Kevin and After Kevin.
Cooking is my real passion. If you hadn’t hamstrung me in question 5, the answer immediately would have been to open a small restaurant. It’s hard not to become interested in cooking when you grow up in an Italian family. Wait, since when is Thompson Italian? Well, Italians are very strong willed people and so my mom’s side of the family, the Buffo’s, have had the greatest influence on me. Every major life event is celebrated with food. I would spend hours in the kitchen watching my mom and grandmother prepare meals. I just instantly took to it, although looking back those first few meals I cooked were probably choked down lovingly by my family and friends. As I already confessed, I can’t paint so the plate become my canvas.
10) Top 5 most important things to you? And why?
JT: 1) My family. Without my family, nothing else really matters.
2) My friends. True friends are so hard to find but when you find them you know. They pull you down when you start thinking you are more important than you are and they are they are the first to answer the call when you are in need.
3) Food. It is the one thing that I have found that binds us regardless of where we are from or what we believe.
4) Being content. When I am able to let go of desire, all things are at peace.
5) Charity. I have found that the more I give, the wealthier I become -- and we aren’t talking about money here ![]()
~
Want to learn more about Jason? Check out his blog or find him on twitter.
Blog: http://www.emptymind.org
Twitter: http://twitter.com/usujason
A Comparison of Omniture Site Catalyst & Google Analytics
I wanted to write a post to compare the various features, capabilities, and short comings of Omniture SiteCatalyst and Google Analytics to once and for all put this debate to rest. But as I was researching this topic and I found hundreds of articles that have tirelessly covered this topic. Some folks might have been deterred by this. After all, I really have only used Omniture SiteCatalyst and have only dabbled in the other two tools, was I really qualified to offer up an objective commentary? After much introspection I came to the conclusion that no, I was not qualified to offer up an objective comparison. Was I going to let this stop me? Hell no!
X Change 2010 – Web Analytics Conference
For those that have attended the 2010 X Change Web Analytics Conference you know that it was an amazing experience. For any that did not make it, boy did you miss out! This was once of the best conferences I have ever attended.
Even with the conference attendance being limited to a small number, I had the opportunity to meet with and have really great conversations with most of the people there. The format of the conference is unlike anything you will find elsewhere. There are no speakers, no presentations, no sales pitches. It is as the title says an exchange of ideas among the attendees. The sessions or huddles as they call them are a focused conversation with 8-14 people who are passionate about the topic at hand. Each attendee is invited and encouraged to participate in the discussion and in the huddles I was apart of, almost every person there had something to offer to the conversation.
The huddles that I was able to attend were:
- Integrating Web Analytics and CRM
- Do’s & Don’ts when working with developers
- Turning around troubled Web Analytics deployments
- Moving from short-term conversion to lifetime value
- The myth of the “Universal” tag
Every huddle leader did a great job of keeping the conversation focused and on topic without limiting the natural flow of the conversation. And being able to listen to others in the industry that have struggled and had success in dealing with the same issues that I have faced. I was able to take plenty of notes and many take aways to put into action almost immediately.
In addition to the huddles there were multiple functions that enabled you to interact with your fellow attendees and continue the conversations from the huddles or branch off new topics with new people. The list folks I was able to meet and talk to were too numerous to list, but everyone there at the conference was approachable and eager to share their knowledge and experiences with others.
The Semphonic and Web Analytics Demystified folks really know how to put on a great event, and I am grateful to have been able to participate and I am looking forward to next year’s event already.




