Stop Chasing The Threes
8:57–10:50 · 113s
Marcus upends conventional wisdom on customer/employee surveys, arguing that moving from 2 to 3 or 3 to 4 doesn’t change behavior—only true “fives” do. He reframes measurement as binary: fives vs. not-fives.
8:57–10:50 · 113s
Marcus upends conventional wisdom on customer/employee surveys, arguing that moving from 2 to 3 or 3 to 4 doesn’t change behavior—only true “fives” do. He reframes measurement as binary: fives vs. not-fives.
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