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 […]

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 […]