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Ed Powers

Ed Powers
Ed Powers is principal consultant at Service Excellence Partners, a firm specializing in customer experience and customer success consulting for subscription-based technology companies. He combines the latest advances in neuroscience with analytics and continuous improvement, drawing from over thirty years of sales, marketing and operations experience with start-ups to Fortune 40 companies.

Closing the Thinking vs. Feeling Gap with Electrodes, not Surveys

What we say is not what we feel. That’s not because we lie, although we do surprisingly often. According to a study, 60% of people...

Time to Rethink NPS for Support Transactions

Net Promoter Score® (NPS®) surveys are often used after customer support transactions. But the question is contextually confusing and the practice yields biased results....

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