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