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Strategic Discipline Blog

Brand Advocates Far Ranging Influence

Posted by Douglas Wick on Mon, May 1, 2017

Upfront confession, I stole this idea from The DiJulius Group’s blog Ellen Shocks Waitress Who Delivers Great Service | The Power Of Brand Advocates. If you want to get the inspiration behind this blog, go straight to the link.

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Topics: Customer Feedback, Customer Advocacy, Qualitative Customer Feedback, customer loyalty, NPS, Customer

How Your Customer Makes the Decision to Purchase - Adele Revella Dallas Growth Summit

Posted by Douglas Wick on Thu, Nov 19, 2015

What happened?

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Topics: Customer Feedback, Core Customer, Your Core Customer, WHO, Customer needs, customer and employee feedback

Bad Profits – Wells Fargo’s Avarice

Posted by Douglas Wick on Thu, Oct 22, 2015

In Fred Reichheld’s first book The Ultimate Question introducing Net Promoter Score, the standard for gauging Customer Satisfaction, he spoke about a specific issue that many companies have deriving what he called “bad profits” from their customers.  An example he gave at the time was staying at a hotel and having to use the phone from your room to make call. At the time of the book’s publishing many hotels were charging exorbitant fees to call, especially long distance calls.

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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, Quantitative Customer Feedback, customer loyalty, NPS

Why, What, How of a Weekly Meeting and Meeting Rhythms

Posted by Douglas Wick on Thu, Apr 30, 2015

Last blog Why Meeting Rhythms are a Critical Strategic Discipline we captured why weekly meetings are so important, providing a little tease on why, what and how to conduct this centerpiece of aligning discipline that stirs growth in your business.

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Topics: Customer Feedback, Employee Feedback, weekly meetings, meeting rhythms, Best Business Practices

Execution Growth Tools: Critical Number, Customer & Employee Feedback, NPS

Posted by Douglas Wick on Thu, Mar 5, 2015

We continue sharing the Gazelles Growth Tools that Positioning Systems and Gazelles coaches provide for our customers on Execution, one of the Four Decisions your company needs to get right or risk leaving significant revenues, profits, and time on the table. A reminder that these four decisions are: People, Strategy, Execution, and Cash. 

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Topics: Customer Feedback, Net Promoter Score, Employee Feedback, Four Decisions, Execution, Critical Numbers

Key Performance Indicators - Customer & Employee Feedback

Posted by Douglas Wick on Thu, Jan 15, 2015

Last blog in Key Performance Indicators we presented the value of speaking to customers and employees routinely and why these measurements can be so powerful to your business. 

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Topics: Customer Feedback, Employee Feedback, Business Growth, key performance indicators, Customer Advocacy, Rockefeller Habits Checklist

What's Your Innovation Process Look Like?

Posted by Douglas Wick on Mon, Dec 22, 2014

Are you up for a fun little exercise this morning?   Not with your body, with your brain!

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Topics: Customer Feedback, Business Growth, strategy, Strategic Learning Cycle, Innovation Process

Discover Leading Indicators in Weekly Meetings

Posted by Douglas Wick on Mon, Nov 18, 2013

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Topics: Acute Myeloid Luekemia, Customer Feedback, Employee Feedback, weekly meetings, leading indicators, Bone Marrow Transplant, GVHD, Relationship Drivers

Customer Service Complaints – Good or Bad?

Posted by Douglas Wick on Mon, May 20, 2013

A customer complaint is a good thing.  It means you know that you need do to something for improvement.

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Topics: Customer Feedback, Net Promoter Score, employee engagement, customer service, customer satisfaction metrics, Qualitative Customer Feedback, customer loyalty

Who is Your Customer Survey For?

Posted by Douglas Wick on Wed, May 15, 2013

What’s you reason to gather customer feedback?   
You are collecting customer feedback aren’t you?

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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, customer survey questions, customer loyalty

 

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Certified Gazelles Coach

Doug Wick, President

Positioning Systems

 

The Strategic Discipline Blog focuses on small to midsize business owners with a ravenous appetite to improve his or her leadership skills and business results.

Our 3 disciplines include:

- Priorities
- Metrics
- Meeting Rhythms

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