Strategic Discipline Blog

People with unresolved conflicts can challenge your customer service.

These customers are impossible to resolve their issues.

 

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Topics: Customer Feedback, customer service, What Sales Winners Do Differently, Customer needs, High Probability Selling, Unresolved Conflicts

It wasn’t long ago when speed of delivery wasn’t expected to be next day.

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Topics: Customer Feedback, Net Promoter Score, customer satisfaction metrics, customer loyalty, Fred Reichheld, Customer Satisfaction

Can improving your customer service increases revenue?

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Topics: Customer Feedback, Net Promoter Score, Qualitative Customer Feedback, Quantitative Customer Feedback, NPS

Have you heard the term, The Greater Fool?

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

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 Feedback, Customer Advocacy, Qualitative Customer Feedback, customer loyalty, NPS, Customer

What happened?

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Topics: Customer Feedback, Core Customer, Your Core Customer, WHO, Customer needs, customer and employee feedback

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

Last blog Why Meeting Rhythms are a Critical Strategic Discipline we captured why weekly meetings are so important, providing a little tease on why, what, and how to conduct this centerpiece of aligning discipline that stirs growth in your business.

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Topics: Customer Feedback, Employee Feedback, weekly meetings, meeting rhythms, Best Business Practices

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

Last blog in Key Performance Indicators we presented the value of speaking to customers and employees routinely and why these measurements can be so powerful to your business. 

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Topics: Customer Feedback, Employee Feedback, Business Growth, key performance indicators, Customer Advocacy, Rockefeller Habits Checklist