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.” ...
Thursday, November 17, 2011
Thanksgiving is a time to reflect on the things in our life for which we are truly grateful. For me, that’s family, friends and pants with an elastic waistband. And the sweet potato.
But the list doesn’t end there.
I’m thankful that this November—unlike last—I did not trip running for the bus, skid down the pavement with my palms (and a can of tuna I was carrying for lunch) acting as brakes and...
Thursday, August 11, 2011
I once pulled out a baby tooth, despite the fact that it wasn’t ready to come out, just to get a dollar. I had run out of birthday money and really wanted the latest Polly Pocket.
A few years later, I found myself $300 in the red after losing many, many games of darts to my younger brother. I should have quit after the third game but I couldn’t stomach the thought of losing and felt double-or-...
Tuesday, May 31, 2011
One of the most frequently asked apartment industry questions NAA receives is how many single-family homes are rented. Today, the USAToday, based on 2010 U.S. Census Bureau data, compared the totals from 2010 with 2000.
USAToday’s report shows that, nationally, 34.9 percent of occupied homes were rented in 2010 compared with 33.8 percent in 2000.
Among the statistical highlights USAToday issued...