Strategic Discipline Blog

Can improving your customer service increases revenue?

Read More

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

Have you heard the term, The Greater Fool?

Read More

Topics: Customer Feedback, Execution, Qualitative Customer Feedback, Social Media, Mistakes

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.

Read More

Topics: Customer Feedback, Customer Advocacy, Qualitative Customer Feedback, customer loyalty, NPS, Customer

What are Key Performance Indicators?  What they should entail?  How do you determine which to track?  How often if ever you should change them?

Read More

Topics: Business Growth, metrics, key performance indicators, Quantification, Qualitative Customer Feedback, Quantitative Customer Feedback, KPI's, Scaling Up Verne Harnish

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

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