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Strategic Discipline Blog

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

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

Who’s in Charge of Customer Advocacy?

Posted by Douglas Wick on Mon, Nov 5, 2012

Customer Satisfaction surveys should be part of your company’s regimented discipline to stay in touch with evolving customer relations.  With respect to customers, Gazelles/Rockefeller Habits coaches like Positioning Systems suggest your business have your top line leadership team calling one or more of your customers a week to conduct a personal survey of four questions to stay in close contact with your customers and then report this information as part of your weekly meeting rhythms.

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Topics: The Ultimate Question, customer survey, Customer Feedback, Net Promoter Score, customer satisfaction metrics, Customer Advocacy

Eliminate Discretion at the Operating Level of Your Business

Posted by Douglas Wick on Mon, Aug 13, 2012

Discretion at the operating level of your business can absolutely destroy your business!  When you fail to be consistent, customers come away with a different experience every time.  This headline, “Eliminate Discretion at the Operating Level of Your Business” is a mantra from Michael Gerber’s E-Myth, Why Most Small Businesses Don’t Work and What to Do About It. It is the principal of systems at its core.  A starting  point for systems take precedent over people.  (See Topgrading - Was Michael Gerber Wrong)

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Topics: E-Myth, People, customer satisfaction metrics, Business Culture, E-Myth Revisited, Eliminate Discretion at the Operating Level of You

Customer & Employee Feedback from Weekly Meetings Drives Business Growth

Posted by Douglas Wick on Thu, Sep 15, 2011

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Topics: Customer Feedback, Net Promoter Score, weekly meetings, Strategic Discipline, customer satisfaction metrics

What’s Your Customer Satisfaction Measurement?

Posted by Douglas Wick on Mon, Sep 12, 2011

There are a number of components within the inner working of Meetings, Metrics and Priorities to make Strategic Discipline work for your business.  When we begin working with clients at Positioning Systems, any implementation of Strategic Discipline includes customer and employee reporting in the weekly and monthly meeting segments. This is critical due to the importance of pattern recognition and the need for balance in your business metrics and priorities.

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Topics: The Ultimate Question, customer survey, Customer Feedback, Net Promoter Score, weekly meetings, customer satisfaction metrics, measurement

Execution Question: When is Waste a Good Thing?

Posted by Douglas Wick on Mon, Sep 5, 2011

Last week’s newsletter (sign up here) which I publish monthly was How to Link Customer Feedback to Profitability.

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Topics: Net Promoter Score, customer satisfaction metrics, Execution

Discipline Requires a Balanced Touch

Posted by Douglas Wick on Mon, Jan 3, 2011

Setting objectives and priorities is over stated focus of any new year.  Most of all of us do it personally and even more businesses certainly demand it.  Strategic Discipline extends to recognizing the need for balance in the priorities and metrics you establish.  You can place so much emphasis on attaining a priority or metric you may lose sight of the affect this effort puts on other aspects of your business.  Every action has an equal and opposite reaction.  In our Rockefeller Habits Workshops we tell the story of Delta Airlines emphasis to have their flights arrive on time.  They reached their objective, however the affect of their efforts turned a positive into a negative when customers complained that their bags weren’t arriving on time. 

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Topics: Discipline, meeting rhythms, customer satisfaction metrics

Top Priorities – Customer Experience – Linksys comedy

Posted by Douglas Wick on Tue, Apr 6, 2010

Is it comforting to know that even the big guys get things wrong when it comes to customer experience?  Maybe I'm daft, but yesterday when I attempted to replace my old wireless router with a new Linksys [Cisco] wireless router there seemed to be a clear disconnect between what the customer might experience and Linksys efforts to resolve potential problems. 

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Topics: customer survey, Strategic Discipline, Top Priority, Discipline Plan, priorities, customer satisfaction metrics, Core Competencies

 

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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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