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Strategic Discipline Blog

Social Media – The Greater Fool – Thank you Tom R.

Posted by Douglas A Wick on Thu, Feb 22, 2018

Have you heard the term, The Greater Fool?

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Topics: Social Media, Execution, Mistakes, Customer Feedback, Qualitative Customer Feedback

Brand Advocates Far Ranging Influence

Posted by Douglas A 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 Advocacy, Customer Feedback, customer loyalty, NPS, Qualitative Customer Feedback, Customer

Key Performance Indicators - KPIs

Posted by Douglas A Wick on Mon, Jan 12, 2015

What are Key Performance Indicators?  What they should entail?  How do you determine which to track?  How often if ever you should change them?

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Topics: Business Growth, metrics, key performance indicators, Quantification, Qualitative Customer Feedback, Quantitative Customer Feedback, KPI's, Scaling Up Verne Harnish

Customer Service Complaints – Good or Bad?

Posted by Douglas A 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

Qualitative or Quantitative Which Customer Feedback is Best?

Posted by Douglas A 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

Challenges of Scaling Up a Business 




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The Strategic Discipline Blog focuses on 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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