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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

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

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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