I am often asked by executives to help them define, or redefine, the Key Performance Indicators (KPIs) for their organization. The mere fact that they want to do this at all is a great sign. Bravo!  It means they want to use real data to measure their effectiveness and act as a catalyst for improving. […]

My mischievous Labrador Retriever Bailey frequently goes to the local PetSmart “doggie day campâ€? to socialize with her playmates while I am working with clients. Like most businesses that want to improve the service they provide to their customers, PetSmart surveys their customers. At checkout time, they printed a receipt that said:  “Take our brief […]

Enter the Pissed Off Scale: a new way of quantifying the degree at which customers can be dissatisfied. Suppose we want service for something that we just want to get over and done with. Perhaps it is getting a tax return completed from your accountant, getting reimbursed, getting a reservation, an installation, a status update, […]