Operationalizing Customer Feedback (NPS/CES/CSAT)

Tons of articles argue whether to use a customer feedback tool or not. There are valid (and not so valid) points on all sides. This article is written assuming you have or are planning to institute some sort of customer feedback. If you’re already an expert but want to see some ways of incorporating surveys, skip down.Continue reading “Operationalizing Customer Feedback (NPS/CES/CSAT)”

Modeling Behavior and Integrity: Coaching, Mentoring, and Parenting

Conceptualizing “modeling” isn’t just about the act itself but the observance of others as well.  Set the bar for what’s important If you put off something you don’t enjoy, odds are others will follow suit. Others care about what you care about. If you don’t care about it, you won’t check on it. People willContinue reading “Modeling Behavior and Integrity: Coaching, Mentoring, and Parenting”

The fastest way home was in the complete opposite direction

After the 4th of July this year we took a new way home. In the past, the fireworks would end somewhere between 9:50-10:10pm and I wouldn’t get home till 11-11:30pm. With two small kids in the back, I was pretty frustrated by the end. Just sitting in traffic, breathing fumes, no one is moving, andContinue reading “The fastest way home was in the complete opposite direction”