2003 Feature Image

NPS? Or no?

There has been so much talk over the last several weeks about the Wall Street Journal’s article on NPS (warning, it’s behind a paywall) and whether or not it is a valid metric that I almost didn’t write this blog. But then last week, I was at a conference with Richard Owen (one of the […]

NPS? Or no? Read More »

Informational street signs

Words Matter.

When I first started working (more than a few moons ago), my very first corporate job was in finance. I remember being so confused by all the financial terms. De minimus. APY. ETF. APR. I remember when we were creating all of our web pages while at Amex. We built a glossary for all the

Words Matter. Read More »