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.” ...
Wednesday, December 7, 2011
Many companies would like to be more environmentally responsible, but lack the motivation, time, or expertise to implement changes on their own. Whether you work in a large organization with thousands of employees or in a two-person office, you can persuade your managers to “buy in” to a green program with the right positioning. Here are some persuasive arguments you can make to get your...
Monday, December 5, 2011
If someone had told me twenty years ago while I was hunkered down in graduate school that in the future I would have to dodge drivers on the highway who were massively distracted due to the use of a computer that fit in the palm of their hand that they were using WHILE DRIVING DOWN THE ROAD, I would have told them they were crazy!
But, here we are in 2011 and that is exactly what is happening...
Monday, November 28, 2011
Are your residents vanishing from your community at a rate that makes you consider putting up missing posters? If so, did you know that their disappearance was probably preventable? Before you contact the milk carton company, let me explain.
We spend tons of money on training and advertising to get our residents in the door, but once they’re in we change our focus to the next. To me, that’s...