The Castle Part 5

Today I had business breakfast with five leaders of exciting multi-billion dollar company (we’ll call them Sugar Corp) that prides itself on great customer experience. Sugar’s execs explained to us that their firm used a system called Net Promoter Score (NP Score) to measure customer engagement. They said this measurement was so important to Sugar…

I must hear the word Cloud Computing 20 times a day. I hear it on NPR and TV. And there’s unending chatter about it in the blogosphere. Last month Rackspace co-founder Pat Condon and I were having lunch with a Rackspace customer who is a tech guru in his own right. He put his hands…

Could having an army of promoters be worth $1.8bl? Banco Santander, Spain’s largest bank manages a lot of money for customers. Some of the money they were responsible for was invested in Madoff’s fraudulent investment scheme. Today, the bank has agreed to compensate their customers for losses arising from these investments made on client’s behalf….