Posts tagged NPS
Management vs Tonga
Management vs Tonga
I was fortunate to play school-boy rugby at a reasonable level, aided in no small part by a maths teacher coach who brought us training by “deploying the science of goals and measurement”, an extremely radical approach some 40 years ago. While most teams were told to simply “go out and play” or “run harder,” we had our tackle count, sprint times, times to ‘break-down’ logged, with appropriate improvement goals provided. This caused some of the less motivated and, shall I say, less mobile players to self de-select, and the overall impact was to produce a more motivated, mobile, speedier rugby team. Naturally, the team did well by local standards, and the ‘scientific method’ was emulated by a number of the local authorities.
Read More
Simon LuntNPS, Narrative, dots and patternsComment
Dots and patterns: how to make your competitors colour blind
Dots and patterns: how to make your competitors colour blind
An alternative title for this piece could have been “Narrative research—a practical introduction.” As stated previously, most of my clients are hard-nosed and commercially-orientated, and typically prefer to see a cause-and-effect relationship between spending and a return. They often have a science or engineering background, and have a predilection for anything that can be measured and spreadsheeted—preferably with error bars. They have huge intellectual horsepower and readily assimilate the concepts around complex adaptive systems, but less readily want to deal with the attending implications of managing ambiguity.
Read More
Simon LuntCustomer R&D, NPS, dots and patterns Comment