Complaints arrive by email and phone, so they are easy to see. Customers who stop buying without saying anything can disappear inside averages. We might celebrate fewer complaints while fewer people want to deal with us at all. Silence has many explanations. Some people do […]

Reducing a forecast to one price removes useful information. Two models may share the same central estimate while one expects tightly clustered outcomes and the other allows a much wider range. The book therefore presents distributions and intervals alongside central values. The surrounding range shows […]