Net Promoter Score, The Ecstasy of Business Metrics?

Net Promoter Score® (NPS) has come under scrutiny. Everything from the way it’s calculated, the 11-point scale used in the survey, and its lack of correlation to company growth. “It… Keep reading

Fifty-five Percent of Companies Use this One Method to Measure Customer Happiness

Fifty-five percent of people measure customer happiness in exactly the same way based on a recent survey I conducted. They’re all using this quick way to get a sense of… Keep reading

Is Snapchat Going to Die?

By 2011, Facebook, Twitter, and LinkedIn had effectively dominated the social media space so completely, it felt like there wasn’t room for another social app. However, to Evan Spiegel, then… Keep reading

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How Square Became a $30 Billion Company by Reimagining Payments

Prior to 2009, one of the greatest challenges facing small business owners wasn’t how to compete with huge e-commerce retailers like Amazon. It wasn’t finding skilled staff, negotiating the price… Keep reading

How Medium Transformed Online Publishing by Making Long-Form Content Cool Again

Every entrepreneur has to be tenacious, relentless, and focused if they hope to grow their business. Often, however, the most driven founders are those who are focused not only on… Keep reading

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