How not to improve your company’s Net Promoter Score

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HBR published an article called “How to Improve Your Company’s Net Promoter Score.” What a misguided goal! About the quest to improve NPS A little background here. Bain fellow Fred Reichheld invented Net Promoter Score (NPS) decades ago. In NPS, you ask your customers, “How likely is it that you would recommend this product or … Continued

The 5-step fast edit

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You have a piece to edit and limited time to work on it — and the piece is a mess. How can you fix it quickly? While every author has their own idiosyncrasies, some problems are common, easily fixed, and make a dramatic difference in readability. Here are the five quick steps to make writing … Continued

Slimeball PR/legal ethics: The Lisa Bloom letter to Harvey Weinstein

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Attorney Lisa Bloom, known for representing victims of sexual harassment, also proposed to work with Harvey Weinstein when the harassment accusations against him were just beginning. The new book She Said tells the inside story of what exactly went on during that time — and raises some challenging ethical questions. For the purposes of this … Continued

Renoir at The Clark: How should we feel about all that flesh?

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The Clark Art Institute in Williamstown, western Massachusetts, has mounted a comprehensive exhibit of the nudes of impressionist Pierre-Auguste Renoir. It’s impossible to see these paintings and sculptures in a public setting without some complicated feelings. I’ve never visited an impressionist art exhibit with a content warning before. I visited The Clark this weekend. (If … Continued

The powerful letter Baptist pastor Jonathan Carl wrote to Donald Trump

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If you were taking wagers on what I’d write about in this space, sincere praise for a letter from a Baptist minister would seem a very poor bet. Here’s what happened: President Trump got upset with Jonathan Karl of ABC News for reporting on the President’s claim that Alabama was in the path of a … Continued

In praise of sentence case for headlines

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Mother Jones is posing the ultimate question for a publication: What words should you capitalize in a headline? I certainly know where I stand. There are four methods to decide which words get capitalized in headings: Sentence case: Capitalize only the first word, like a sentence. This is now the standard at the Washington Post, … Continued

Elections, hurricanes, and the uncertainty conundrum

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I have two simple questions for you. Is Elizabeth Warren the most likely democratic candidate to win the Democratic nomination? Is Elizabeth Warren more likely than not to win the Democratic nomination? One way to analyze these questions is to look at the odds on a site like PredictIt. As I write this, you can … Continued