Built to jump to conclusions

Still working hard through Kahneman’s Thinking, Fast and Slow. I’m enjoying all the revelations about the way we think as humans. Most of all I’m excited about solving a puzzle that I challenged myself to a few years ago: Why do people resist change? But more on that another time. I think he’s making the […]

NPS measurement isn’t the same as advocacy

I was spurred to look up what I’d written on Netpromoter or NPS by two things this week. First seeing a tweet about Nina at Porsche talking at Jump on Porsche’s journey with NPS. Nina has been in the Chief Customer Officer Forum since its early days (crumbs CCOF it’s about to go into its […]