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A (Slightly) Different Way to Calculate Net Promoter Score
I spent some time today thinking about Net Promoter Score, which is a metric that’s at the heart of Customer Experience Management. I wrote about it in a post titled The Most Important Number in...
View ArticleThe Most Important Number in Customer Experience Management
As part of developing the Pittsburgh Customer Experience Management practice at SDLC I’ve had the pleasure of reading article after article and white paper after white paper on the key metrics attached...
View ArticleCustomer Experience and Stock Price
I believe that any conversation around Customer Experience Management should hinge on facts and data. That’s why I am always pleased to read passages like the following: A portfolio of companies whose...
View ArticleWhat Customer Experience Management Is Not
While performing some market research and competitive analysis on the topic of Pittsburgh Customer Experience Management (CXM) I was directed to an insight piece from Bain, the teaser text of which...
View ArticleTop 7 Reasons to Bookmark This Blog
Hey. I’m Brian Lash, and this is my personal weblog. I’m going to use this space as an outlet to share some valuable lessons and observations from life and work, and troll people I disagree with post...
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