“Doug loves a challenge!”
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Topics: Good to Great, Acute Myeloid Luekemia, Customer Feedback, Employee Feedback, meeting rhythms, Stockdale Paradox
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Topics: Discipline, Customer Feedback, Marketing, Growth Summit
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Topics: Customer Feedback, Net Promoter Score, weekly meetings, Strategic Discipline, customer satisfaction metrics
There are a number of components within the inner working of Meetings, Metrics and Priorities to make Strategic Discipline work for your business. When we begin working with clients at Positioning Systems, any implementation of Strategic Discipline includes customer and employee reporting in the weekly and monthly meeting segments. This is critical due to the importance of pattern recognition and the need for balance in your business metrics and priorities.
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Topics: The Ultimate Question, customer survey, Customer Feedback, Net Promoter Score, weekly meetings, customer satisfaction metrics, measurement
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Topics: Discipline, Customer Feedback, Strategic Discipline, meeting rhythms, priorities, metrics, The Compound Effect
Graham Weston took a risk asking our Growth Summit audience to give him comments good or bad about his company Rackspace. At the core of his curiosity is a commitment to a cultural change he began in 1999 which has sky-rocketed his firm to enormous growth and an envied position in a highly competitive expanding marketplace. A CEO from the audience responded describing an emergency situation where their server went down right before hosting an on line webinar at 10 PM on a Saturday. Rackspace answered their call immediately and worked through the night to help them get their webinar on by 6 AM Sunday. The CEO said it was the most impressive customer service performance he’d ever seen.
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Topics: Customer Feedback, Net Promoter Score, employee engagement, Strength Based Leadership, Ultimate Advantage
Ten to twelve inches or more of snow fell throughout the Midwest yesterday. As I pulled and pulled on my snow blower to get it restarted I was reminded of the importance of customer and employee feedback which is a staple of our weekly meeting rhythms. Had I paid attention to my own discovery during the last snow fall I wouldn’t have been stuck having to remove a foot of snow from more than half my driveway and sidewalk yesterday morning. Why hadn’t I paid heed when my snow blower stopped several times when I last used it?
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Topics: Customer Feedback, Employee Feedback, weekly meetings, meeting rhythms, pattern recognition
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