Blog
The Power the Ultimate Question
The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to...
The Power (and problem) of Profanity
A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. The advice he offered was ‘just because you can, doesn’t mean you should’ which came from a common English saying, meaning that there are some things that...
The Power of Empowerment
Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is...
The Power of Classroom Learning
Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that...
The Power of Transformation
Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a...