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Strategic Discipline Blog

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

An Employee Net Promoter Score - eNPS

Posted by Douglas Wick on Thu, Jun 12, 2014

Measuring customer loyalty is a required best business practice to grow and maintain your customer base.  Our recommended tool for our customers is Net Promoter Score discussed in What’s Your Customer Satisfaction Measurement and The Ultimate Question – Customer Advocacy.

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Topics: Net Promoter Score, employee engagement, customer service, Q12

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’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

Qualitative or Quantitative Which Customer Feedback is Best?

Posted by Douglas Wick on Wed, Apr 4, 2012

Monday after 5 consecutive weeks tied to my little pole friend (IV equipment coaster) I was free for all of about 24 hours from it. I was ecstatic!  Freedom!  I could walk down the halls, to my bathroom, get up from eating without fear of being tethered to this anvil and have complete independence of movement.   I can’t tell you how upset I was when I discovered at around 1 AM yesterday morning that I would be shackled to it again.

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Topics: The Ultimate Question, Customer Feedback, Net Promoter Score, Qualitative Customer Feedback, Quantitative Customer Feedback

Performance Trumps Everything Right?

Posted by Douglas Wick on Mon, Jan 9, 2012

In your business do you place the highest priority on measuring performance and productivity?  Sales revenue, units sold, profit margin, efficiency standards.  Are these gold standard in your business?

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Topics: Net Promoter Score, employee engagement, Core Values, employee performance, Core Purpose

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 – Why Hard Is Good For You. - Rackspace Houston Growth Summit Cont.

Posted by Douglas Wick on Fri, May 13, 2011

Please forgive the length of my last blog.  Believe it or not it was longer but I edited some things out.  I’m afraid I was suffering from education overload.  Each day we start the Growth Summit at 8 AM.  When that concludes at 4 PM Gazelles coaches gather for another two plus hours in additional education and planning. 

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Topics: Discipline, Net Promoter Score, Core Values, Growth Summit, Brand Promise

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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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