Small Business | Coaching | Consulting | Positioning Systems | with |Doug Wick

Strategic Discipline Blog

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.

Read More

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).

Read More

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

NPS Grows Revenue – Missing Value from NPS

Posted by Douglas A Wick on Mon, Mar 18, 2019

Can improving your customer service increases revenue?

Read More

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

Execution Growth Tools: Critical Number, Customer & Employee Feedback, NPS

Posted by Douglas A Wick on Thu, Mar 5, 2015

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. 

Read More

Topics: Customer Feedback, Net Promoter Score, Employee Feedback, Four Decisions, Execution, Critical Numbers

An Employee Net Promoter Score - eNPS

Posted by Douglas A Wick on Thu, Jun 12, 2014

Measuring customer loyalty is a required best business practice to grow and maintain your customer base.  Our recommended tool for our customers is Net Promoter Score discussed in What’s Your Customer Satisfaction Measurement and The Ultimate Question – Customer Advocacy.

Read More

Topics: Net Promoter Score, employee engagement, customer service, Q12

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.

Read More

Topics: Customer Feedback, Net Promoter Score, employee engagement, customer service, customer satisfaction metrics, Qualitative Customer Feedback, customer loyalty

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.

Read More

Topics: The Ultimate Question, customer survey, Customer Feedback, Net Promoter Score, customer satisfaction metrics, Customer Advocacy

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.

Read More

Topics: The Ultimate Question, Customer Feedback, Net Promoter Score, Qualitative Customer Feedback, Quantitative Customer Feedback

Performance Trumps Everything Right?

Posted by Douglas A Wick on Mon, Jan 9, 2012

In your business do you place the highest priority on measuring performance and productivity?  Sales revenue, units sold, profit margin, efficiency standards.  Are these gold standard in your business?

Read More

Topics: Net Promoter Score, employee engagement, Core Values, employee performance, Core Purpose

Customer & Employee Feedback from Weekly Meetings Drives Business Growth

Posted by Douglas A Wick on Thu, Sep 15, 2011

Read More

Topics: Customer Feedback, Net Promoter Score, weekly meetings, Strategic Discipline, customer satisfaction metrics

Challenges of Scaling Up a Business 

 

STRATEGIC DISCIPLINE 
ACHIEVES
EXECUTION EXCELLENCE
HERE'S HOW

 

 HOW DOES YOUR BUSINESS RANK ON THE FOUR DECISIONS?

 FIND OUT CLICK HERE TO TAKE THE FOUR DECISIONS NEEDS ASSESSMENT 

(IT'S ABSOLUTELY FREE!) 

New Call-to-action

 

New Call-to-action

 

New Call-to-action

Subscribe to Email Updates

Click below to Schedule a Free 30 Minute Discovery Appointment NOW: 
Meetig

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.

Certified Gazelles Coach

Doug Wick, President

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

Latest Posts

Browse by Tag

see all