Ed Powers

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 tend to fib at least once within ten minutes of meeting someone new. But the truth gap between our...

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. NPS® may work fine as a relationship-tracking metric, but when it comes to how the brain evaluates short-term episodes, it’s...

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