Author: Hans Jürgen Schmolke


The problem with NPS

The problem with NPS

There is a rumour going round that the reason NPS is so successful is that you can explain the formula on the golf course. This is indeed possible. Unfortunately, it is difficult to describe what NPS actually brings us. In brief the NPS calculation expects a customer...
The internet of providers

The internet of providers

CeBit 2016 robbed me of one of my illusions. I always thought the Internet of Things (IoT) meant that my washing machine would talk to me. Now however, I have learnt that my washing machine speaks with my provider, and I’m the last one that knows anything about it....