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Strategic Discipline Blog

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

Who is Your Customer Survey For?

Posted by Douglas A Wick on Wed, May 15, 2013

What’s you reason to gather customer feedback?   
You are collecting customer feedback aren’t you?

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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, customer survey questions, customer loyalty

Can You Hear Your Customers? Customer Survey Questions

Posted by Douglas A Wick on Wed, Nov 7, 2012

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Topics: Customer Feedback, leadership commitment, customer survey questions, Michelle Wick

Who’s in Charge of Customer Advocacy?

Posted by Douglas A 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

Strategic Discipline Develops Differentiated Demand

Posted by Douglas A Wick on Mon, Oct 29, 2012

All customers are not created equal.  That’s one part of the message in How Companies Win: Profiting from Demand-Driven Business Models No Matter What Business You're In, by authors Rick Kash, David Calhoun.  With some customers being more valuable than others it’s important to discover which are, and also to be aware of how your market is changing to understand latent, and emerging demands.   The world has already changed to a demand driven economy.  In order to be in the forefront and capitalize and even survive your business will require a higher level understanding of your customers and how to market to them.

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Topics: Customer Feedback, Strategic Discipline, Demand Based Economy

Six Rules to Change From Supply-Based to Demand Based

Posted by Douglas A Wick on Thu, Oct 25, 2012

The Rules are changing.  As noted in How Companies Win – Prepare for A Demand-Driven Economy we’ve been moving from a supply-based to demand based economy. The book How Companies Win: Profiting from Demand-Driven Business Models No Matter What Business You're In, by authors Rick Kash, David Calhoun examines this and my blog specifically provides an example from the book on how McDonalds has successfully negotiated this change already. 

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Topics: Customer Feedback, weekly meetings, meeting rhythms, Demand Based Economy

Reality - More Stockdale Paradox

Posted by Douglas A Wick on Mon, Jul 23, 2012

It’s difficult to describe the respect I have for Admiral Stockdale.  The torture he faced at the hands of the Vietnamese was incredible.   Yesterday I received some more brutal facts about how things might look moving forward. 

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Topics: Acute Myeloid Luekemia, Customer Feedback, Employee Feedback, Five Dysfunctions of a Team, meeting rhythms, Stockdale Paradox, The Advantage

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

A Lesson from Good To Great Stockdale Paradox – 3rd Biopsy Results

Posted by Douglas A Wick on Fri, Mar 30, 2012

“Doug loves a challenge!” 

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Topics: Good to Great, Acute Myeloid Luekemia, Customer Feedback, Employee Feedback, meeting rhythms, Stockdale Paradox

Can a Single Word Improve Your Marketing? PHX Growth Summit

Posted by Douglas A Wick on Mon, Nov 14, 2011

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Topics: Discipline, Customer Feedback, Marketing, Growth Summit

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Positioning Systems Brand Promise

1. Priorities: Determine your #1 Priority. Achieve measurable progress in 90 days.

2. Metrics: Develop measurable Key Performance Indicators. 

3. Meetings: Establish effective meeting rhythms. (Cadence of Accountability)  Compounding the value of your priority and metrics. 

(BRAND PROMISE GUARANTEE): We will refund all compensation if our disciplined coaching and proprietary tools fail to meet your expectations.

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Positioning Systems

 

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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