The value of Bill Birchard’s eight S’s for strong business writing

Continued">

In the Harvard Business Review, writing coach Bill Birchard describes how the brain responds to business writing and recommends ways to write better. His analysis generates some fascinating insights, but one key point is missing: business writing works only if if causes the reader to act. It’s worth your time to read Bill Birchard’s “The … Continued

How not to improve your company’s Net Promoter Score

Continued">

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