Wednesday, February 1, 2012
I saw a discussion group regarding the Net Promoter Score (NPS). Like many in the CRM field, I question the value of Fred Reichheld’s highly disputed NPS Harvard Business Review article “The Only Number You Need to Know.”
CRM thought-leaders voice great concern about focusing on the NPS as it provides no direction on what drove the score or how to grow it; it measures “effect” not “causes.” ...
Monday, January 30, 2012
My 1997 high school yearbook's cover was one of those Magic Eye images. You know the 3-D craze of the 1990s that hid an image behind a collage of other images? I was part of the unfortunate crowd that had to pretend that I could see the amazing image that all of my friends could see. Thank God that craze is over because it was driving me insane.
QR Codes, or quick response codes, are the two...
Thursday, January 26, 2012
Sometimes, there isn’t an App for that. One of the most confusing technologies when it comes to mobile users and websites is the App versus Mobile view.
There is a difference … actually many differences.
The quick and dirty is that Apps (think of iTunes and Amazon Kindle Marketplace) must be developed for a particular device such as an iPhone or Android device (that would be two different Apps...
Thursday, January 19, 2012
The day your first child is born, everything changes. Colors get brighter, the world gets bigger and your heart explodes with an unconditional love you didn’t even know was possible.
Such was the case on that emotional day last June when I held Señor Peepers—a prairie dog I adopted in Utah—for the first time. I signed the papers, cradled my baby and felt an incredible surge of joy I hadn’t...