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Why NPS is Still The Top Dog

Customer Think

The Net Promotor Score (NPS) metric first took the marketing world by storm in 2001. It’s now 2021, and things have changed over the past year, let alone the past two decades. So how much value does the NPS metric still hold after all this time? Think of NPS like gravity, and just as apples […].

Marketing 119
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It’s all about context stupid! Why most businesses fail to take this into account

Customer Think

When I started working in Customer Experience in 2001, people hadn’t thought about […] However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

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Tailscale’s $113M success with Avery Pennarun


Avery Pennarun, CEO and co-founder of VPN serviceTailscale, has first-hand experience with this criticality after launching his first startup, Net Integration Technologies (Nitix) back in 2001. The startup was later acquired by IBM in 2008.) “We

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How to Set More-Realistic Sales Targets using Historical Data


During his tenure at the helm of GE, 2001 to 2017, two unprecedented and unforeseeable crises hit the global markets : 9/11 in 2001 and the global financial crisis in 2008. Highly unlikely for pure organic sales growth. It might still have been the desired target to fend off competitors. Now CEO Immelt. Big miss there.

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3 Effective Strategies for Leading Across Generations in the Workplace


The current generations in the workplace include: Silent Generation Born between 1925 and 1945 Baby Boomers Born between 1946 and 1964 Generation X (Gen X) Born between 1965 and 1980 Millennials Born between 1981 and 2000 Generation Z (Gen Z) Born between 2001 and 2020 Each of these generations have stereotypes and assumptions about their priorities (..)

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B2B Book Club Selection (August 2022)

Account Manager Tips

Believe it or not, but right now there are five generations in the workplace: Traditionalists – born 1927–to-1946 Baby Boomers – born 1947-to-1964 Generation X – born 1965-to-1980 Millennials – born 1981-to-2000 Generation Z – born 2001-to-2020 The amount of change and technological development that has happened over that time is immense.

B2B 243
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Change Management – Heads, Hearts and Hands

Red Star Kim

Related change management articles 20 insights on change management processes and communication ( November 2022 change management ( August 2022 – Change management standards Nine Change Management insights (May 2022) ( May 2022 Classic management book reviews – The McKinsey way, Good to great ( Includes (..)