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Customer Experience Science

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism Read more…


Not Another Word Cloud—Please!

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? Or, ‘Why did you give that score?’ Colvin cites Marc Stein, Senior VP at Dell Technologies, Read more…

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