The latest video is now at YouTube, #65 in The Little BIG Things Video Series. Forget the complex data analysis (such as least squares fits), says Tom, and concentrate on the customer. You'll be amazed at the possible payoff.
You can find the video in the right column of the front page of tompeters.com or you can watch the video on YouTube. [Time: 2 minutes 18 seconds] A transcript of the video's content is also available as a PDF: Service: Customer Loyalty.