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Strategic Discipline Blog

What’s Your Customer Satisfaction Measurement?

Posted by Douglas A Wick on Mon, Sep 12, 2011

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

Execution Question: When is Waste a Good Thing?

Posted by Douglas A Wick on Mon, Sep 5, 2011

Last week’s newsletter (sign up here) which I publish monthly was How to Link Customer Feedback to Profitability.

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Topics: Net Promoter Score, customer satisfaction metrics, Execution

Discipline – Why Hard Is Good For You. - Rackspace Houston Growth Summit Cont.

Posted by Douglas A Wick on Fri, May 13, 2011

Please forgive the length of my last blog.  Believe it or not it was longer but I edited some things out.  I’m afraid I was suffering from education overload.  Each day we start the Growth Summit at 8 AM.  When that concludes at 4 PM Gazelles coaches gather for another two plus hours in additional education and planning. 

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Topics: Discipline, Net Promoter Score, Core Values, Growth Summit, Brand Promise

Beat Goliath - Graham Weston Rackspace Houston Growth Summit

Posted by Douglas A Wick on Wed, May 11, 2011

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

Growth Summit cont Fred Reichheld The ultimate Question – Customer Advocacy

Posted by Douglas A Wick on Fri, Feb 1, 2008

How do you measure customer loyalty? How important is customer loyalty? Fred Reichheld suggests that most companies are doing customer loyalty all wrong, and yet it is the one thing that when done right secures real growth for your business. In Fred’s presentation he discussed his books, The Ultimate Question, Loyalty Rules and The Loyalty Effect, mostly highlighting recent information in the latest offering, The Ultimate Question.

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Topics: Net Promoter Score, Growth Summit, NPS, Fred Reichheld

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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.

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

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