Do staff members object to your performance metrics program? If you are an executive about to go down “KPI Lane” at 100 mph you had better check ahead for potholes in the road. It may be clear to you what KPIs you want to implement but your staff may think otherwise. Recently Green Peg completed […]
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 […]
Today I experienced the joys of my bank’s IVR (Interactive Voice Response) system. I had a simple question about why my email alerts were not working but trying to get through to a real person was, well, like trying to break into a medieval castle. I, the customer, am getting irritated. OK, I’ll cool off […]
The Principal Consultant and the President of Green Peg, a company that helps organizations improve the quality of service they provide to their customers and employees.
