How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…
The world is littered with examples where once promising opportunities became a source of ongoing disappointment and loss. Key projects, partnerships, mergers, new technology and programs – we launch these things with fanfare and an enthusiastic press release, only to suffer as a helpless spectator as conflict erupts, innovation fizzles and profits disappear. What once seemed…
One of my colleagues wonders why I don’t eat – I often go until late in the afternoon until I take my first bite of the day. My simple response is that I don’t like to eat. I don’t enjoy eating for nourishment. But I do enjoy dining and the entire dining experience. I refuse…
A flowchart is an outline or schematic drawing of the process your team is trying to measure or improve. It can also be a picture of an ideal process that you would like to use. Process mapping with flowcharts can help people: Agree on the steps of a process and the order in which they occur See…
What do you see in the clouds? The best way to explain Cloud Computing is to think of it as a cloud; a sometimes formless void – of unknown whereabouts – that contains data and applications which are accessible to a user via the internet. What we are dealing with here is what is in that cloud…
