Two big, new business influences

One of my personal delights is to come across new concepts and ideas that advance my professional thinking. I'm usually suspicious of "form over substance" business books.  I'm attracted to the esoteric, favoring concepts that are meaty and somewhat hard to grasp at first. To me, the really valuable stuff is probably hard. Two things I … Continue reading Two big, new business influences

R.I.P. Bluenose Analytics

My startup Bluenose is no longer. After 4+ years of trying, it just didn't work out. We ran out of money and couldn't attract more investment. There are many, many people to thank for their support along the way. My wife, my co-founder, investors, friends, employees, mentors, customers, etc. "It takes a village" to birth … Continue reading R.I.P. Bluenose Analytics

Where is the moral outrage?

Previously, I wrote about the lack of empathy in our country right now. I argued that empathy is an obligation of parties that are on both sides of a debate / policy / political affiliation. As much as I believe this to be a causal factor in this country's current divisiveness, I'm also implicating morality as … Continue reading Where is the moral outrage?

Who’s Afraid of the Big, Bad Feedback?

We regularly speak with companies that are interested in starting a Net Promoter Score℠ (NPS®) feedback program. We sometimes see a strange phenomenon: People offering various objections to getting started. This comes as a surprise to us, given how easy it is to get started. A simple survey question for customers to answer, and a … Continue reading Who’s Afraid of the Big, Bad Feedback?

We’re in an empathy crisis

If it feels like America is deeply divided, you're not alone. Our President is stating provable lies in a consistent pattern.  His speech (and policies) is at times hateful and intolerant, singling out immigrants, refugees, the media, liberals, etc. No wonder Americans are polarizing along the lines of supporting, or opposing, this President. What's the cause of all … Continue reading We’re in an empathy crisis

“Double-Click” To Get The Most From Your NPS® Surveys

Net Promoter Score℠ (NPS®) surveys can help you decode many things about your business.  Most people start by looking at the global NPS trend. To get the most value from your analysis, I recommend “double-clicking” on your NPS results and looking more closely at what’s below the surface. Level 1 analysis: for your entire account … Continue reading “Double-Click” To Get The Most From Your NPS® Surveys

Building a Customer Success Team? Start with Customer Feedback

Building a Customer Success Team? Start with Customer Feedback The genesis of a customer success team is often “ready, fire, aim”.  Somebody has to manage the growing customer base, and quickly. But the team should start with a purpose, or else you risk mismatching your hires to the needs of the job. How do you … Continue reading Building a Customer Success Team? Start with Customer Feedback