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Strategic Discipline Blog

Key Performance Indicators - KPIs

Posted by Douglas 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 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 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


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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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