APTly Spoken Blog

  • Super Bowl, Super Sad

    The wound is still fresh, the pain still very real. I put on a brave face at work but I often find myself in bed at night, staring up at the ceiling and thinking, “What if?” Such is the life of a Baltimore Ravens football fan. For those of you who don’t follow professional football, nearly two weeks ago the Ravens lost the AFC Championship to the New England Patriots. It...
  • The Value of Net Promoter Scores

    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...
  • If You Can Read This…You Aren’t Focusing

    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,...
  • Calling All Manners

    My family doesn’t have the best phone etiquette. As a child, I was so petrified of calling people that I would write out exactly what I wanted to say ahead of time and recite my lines repeatedly before dialing. Once I was finally confident enough to ad lib, my mother saw fit to secretly listen in on my conversations. One night, when there was apparently nothing good on TV, I could hear...

Pages

Subscribe to Blog Posts