I got a question from an old colleague today about NPS and whether facilitating it within the product is a good idea. My simple answer is “No,” and I’ll explain why. NPS is about brand loyalty First, NPS is a measure of brand loyalty not product satisfaction. Consider the following from netpromoter.com: “Use your NPS… Read More In-App NPS: Good idea or bad? (spoiler alert: it’s bad)
Have you ever considered the difference between the word change and transform? Here’s how Webster’s dictionary defines each: Change: To make different in some particular; to alter. Transform: To change in composition or structure. Do you notice the difference? To change is to modify, I think of incremental improvements. Making something fast, faster; something big, bigger;… Read More Don’t change, transform
So, why not let Customer Success Managers grow by designing the customer experience instead of just executing it? … Read More Why aren’t you letting CSMs design the customer journey?
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