APTly Spoken Blog

  • 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 measures “effect” not “causes.” ...
  • 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, are the two...
  • 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 her and...
  • Coffee is For Closers Only!

    Do you remember the movie, “Glengarry Glen Ross?” If not, I suggest you get it and watch it immediately Alec Baldwin’s character, Blake, makes a statement that has resonated with me to this day: “Put that coffee down. Coffee is for closers only. I don’t see any closers in here,” Blake from “Glengarry Glen Ross.” As a Starbucks enthusiast and sales trainer, every time I take a sip I think about...

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