Here is a secret most HR people won’t ever admit to without a few drinks in them: exit interviews don’t count for sh*t. In the first place, many organizations don’t bother doing them at all, or they leave it to the manager (you heard that right) to have a conversation before the employee leaves. In […]
The Secret Value of Customer Performance Indicators
How many marketing KPIs do you have? Don’t worry, there’s not a test and, as far as I can tell, no particularly correct answer. The “right” KPIs for marketing seem to be largely determined by the companies selling us the dashboards that are supposed to help us measure them. That’s a conversation for another day, […]
Five Tech Trends Marketers Need to Pay Attention To
For a lot of marketers, technology is like a cold sore: all of a sudden, there it is. Like dachshunds, cold sores are a bit startling, but shame on us if we are startled by tech trends in Marketing Land. Here are a few trends I’m thinking about very, very hard just now. The End […]
Net Promoter Needs a Vitamin Supplement
It is no secret that I think NPS (Net Promoter Score) is a flawed view of things, particularly if that is all you use to measure customer happiness. I don’t think it’s awful; I think it has its place and that place has limits and we need a few supplemental questions to get at some other […]
Why We Need Small Data Too
The other night we went out with friends for dinner at a place with great food and terrible service. As we waited and waited and waited for our food, our poor server eventually ran out of excuses and reassurances that we would not be late for our play and simply went to hide in the […]
- 1
- 2
- 3
- …
- 5
- Next Page »
