My 12-year-old son, Cooper, has played competitive basketball since he was in first grade. In those six years, he’s played point guard on eight different teams playing year-round. He’s attended at least a dozen different basketball camps, has worked with a private shooting coach on-and-off for the past three years,
Last month I worked with a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they can recall an employee by name, customers’ overall satisfaction is 20 percent higher (from 69 percent to 89 percent) and their likelihood to return is 11 percent higher (from 76
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I do is gather data to assess the current state of service quality. I do so by interviewing stakeholders such as managers, hourly employees, and, when
The Revelation Conversation is Here!
