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Strategic Discipline Blog

Two Questions Every Business Needs to Answer

Posted by Douglas A Wick on Mon, May 6, 2024

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Topics: Core Purpose, competitive advantage, customer loyalty, Core Purpose, Clarity of Purpose, Purpose, Core Purpose, Clarity of Purpose,, Competitive Strategy, Know Your Customer, Know What You’re FOR

Be Remarkable, Not Merely Satisfactory

Posted by Douglas A Wick on Mon, Mar 28, 2022

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

Winning on Purpose - NPS Leaders Out Pace Good to Great Companies

Posted by Douglas A Wick on Mon, Mar 21, 2022

In October of 2008, I wrote a blog Even in a difficult economy Customer Service can Make a Difference! My car wash customer was looking to improve his business during the summer, due to skyrocketing gas prices. The solution: measure customer satisfaction. Autopia Car Wash in California was one of the first customers I shared Fred Reichheld’s Ultimate question, Net Promoter Score (NPS).

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Topics: Good to Great, customer survey, Net Promoter Score, customer satisfaction metrics, Jim Collins, customer loyalty, Fred Reichheld, Winning on Purpose

Utilize Social Media To Further Your Company’s Strategic Plan

Posted by Karoline Clarke on Mon, Jan 27, 2020

Karoline Clarke steps in this week to provide some helpful thoughts and ideas on utilizing Social Media:

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Topics: Your Core Customer, Strategic Planning, customer loyalty, Social Media

Brand Advocates Far Ranging Influence

Posted by Douglas A Wick on Mon, May 1, 2017

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

Bad Profits – Wells Fargo’s Avarice

Posted by Douglas A 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

Customer Service Defined – Dallas Growth Summit

Posted by Douglas A Wick on Tue, Oct 20, 2015

What’s your definition of Customer Service?

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Topics: customer service, Growth Summit, Growth Summit. Learning, customer loyalty

Hooked: How to Build Habit Forming Products – Orlando Growth Summit

Posted by Douglas A Wick on Wed, May 13, 2015

This blog is no stranger to the value of habits.  We’ve written about habits many times in the past.

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Topics: leadership, Growth Summit, habits, customer loyalty, Customer needs, appreciation

Give More Customer Service - Las Vegas Growth Summit

Posted by Douglas A Wick on Wed, Oct 29, 2014

You may recall in People: Teaching Willpower Spurs Starbucks’ Business Growth we discussed how habits changed ordinary people like Travis into an extraordinary service provider.  If you don’t know how hard that might be, read the blog to discover how Travis behaved at McDonalds.

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Topics: customer service, Growth Summit, daily huddle, customer loyalty, Starbucks

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

Challenges of Scaling Up a Business 







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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. 

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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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