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Strategic Discipline Blog

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

Customer Service Defined – Dallas Growth Summit

Posted by Douglas Wick on Tue, Oct 20, 2015

What’s your definition of Customer Service?

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Topics: customer service, Growth Summit, Growth Summit. Learning, customer loyalty

Hooked: How to Build Habit Forming Products – Orlando Growth Summit

Posted by Douglas Wick on Wed, May 13, 2015

This blog is no stranger to the value of habits.  We’ve written about habits many times in the past.

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Topics: leadership, Growth Summit, habits, customer loyalty, Customer needs, appreciation

Give More Customer Service - Las Vegas Growth Summit

Posted by Douglas Wick on Wed, Oct 29, 2014

You may recall in People: Teaching Willpower Spurs Starbucks’ Business Growth we discussed how habits changed ordinary people like Travis into an extraordinary service provider.  If you don’t know how hard that might be, read the blog to discover how Travis behaved at McDonalds.

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Topics: customer service, Growth Summit, daily huddle, customer loyalty, Starbucks

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

Customer Service Improvement Starts Here

Posted by Douglas Wick on Mon, May 13, 2013

Discovered a great customer experience recently?  When and how were you sure?

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Topics: employee engagement, customer service, customer satisfaction metrics, Q12, customer loyalty, Gallup's Q12 Employee Engagement Survey

 

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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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