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Tag Archives: hobbyhorse
Inconclusive
Morgan and Rego challenge the claims by Reichheld and crew that Net Promoter Score is the single customer satisfaction metric necessary to explain business performance. While their peer-reviewed work does identify measures (e.g., Top 2 Box Satisfaction) that do correlate … Continue reading
Waiting for a train
Michael Schaub points to Linton Weeks’ preview of Atlas Shrugged: Part 1 and launches a zinger: (Nothing against Ayn Rand, of course. Without her, bitter nerds who like feeling superior to everyone despite the fact that their taste in prose … Continue reading
There’s no “I” in “theater”
We are heading to the wire!! Make those reservations, see those shows, do those ballots! And be thankful that there’s no chance of WATCH being sold to Dan Snyder, because y’all are a great team! —Weekly report to WATCH adjudicators … Continue reading
Dispersing the blue smoke
Timothy L. Keiningham et al. publish peer-reviewed research that questions whether the Net Promoter Score metric (promulgated by Fred Reichheld, Bain & Company, and Satmetrix Systems, Inc.) does a better job than other metrics of explaining business performance. Keiningham’s paper, … Continue reading
Excellence vs. competence
Via scribble, scribble, scribble…, Steve Gimbel deflates the proponents of a certain Objectivist: If you take the writings of Nietzsche and remove everything insightful, interesting, and funny, what’s left are the writings of Ayn Rand. These works are a narcotic … Continue reading
Crooked CA watch: 2
Wang is wrong: a blistering report by Computer Associates’ board of directors implicates former head Charles Wang as the leader of a pervasive culture of fraud. Mr. Wang created a “culture of fear” at Computer Associates — now called CA … Continue reading
Crooked CA watch
The former chief of what was known as Computer Associates International, Inc., Sanjay Kumar, has been sentenced to twelve years in prison for his role in a massive accounting fraud. Charges were made that Kumar and other executives instructed salespeople … Continue reading
