More than two-thirds of the companies surveyed said that they used NPS methodology with their customers. Some are using it to measure employee satisfaction as well. The P stands for ‘promoter’, but of course, it doesn’t actually measure promotion. If that many of your customers are actually promoting and recommending your business...

Every business and individual has overhead. The bills we have to pay and the costs we incur that aren’t directly related to our income. You pay them whether or not you’re busy. But there are two kinds of overhead, worth differentiating: Different overhead … the investments that help you and your product or service become better for your...

They’re often related. It’s not unusual for someone to have more experience or knowledge than we do. If they use that knowledge to their benefit, not ours, they might be manipulating us. If we knew what they knew, we wouldn’t have gone along. This is the difference between a generous teacher and a hustler. Indoctrination is the...

That’s not true, actually. Books sell, but book doesn’t. The odds of a particular book selling a lot of copies are close to zero. The truth of the long tail is that most titles are way out on the fringe. Now that book publishing is unleashed from retail distribution, the math is hard to avoid. There were more than 450,000 new titles issued...

It’s easy to get focused on the public-facing mouth of the funnel. More followers. More impressions. More buzz, hype, promotion. Get the word out. Just about all the time people who call themselves “marketers” spend is on this. Don’t worry about what happens later, just pour more attention into the top. ...

It’s an important question. Lots of opportunities come with one, and going in with your eyes open helps avoid problems later. Two challenges: Sometimes, a really good opportunity doesn’t actually have a catch. And spending a lot of time looking for one keeps us from the work we ought to be doing. And sometimes, a really...