Online Tool
Business GPA – How Healthy is Your Business?
Grade the seven things every business must do. Get a Balance GPA, a report card, and a ranked top-three action plan.
Capacity Building
·
Library
·
Category
Customer Service / Satisfaction
Customer satisfaction should be a non-negotiable objective. Every business or organization has a customer. Without the customer transaction there is no value created. And, the quality of the value exchange is what creates revenue and ultimately leads to a profit/surplus. And, for value to be created, the need of one individual or group must be met with a product or service developed by another individual or group that addresses that need. Consistently meeting your customers’ needs is a prerequisite for business success. The higher the perceived value, the more your customers will be willing to buy and pay for what you have to offer.
Featured Customer Service / Satisfaction Posts
Blog Post
What Are You Not Seeing? Strategic Blind Spots Every CEO Should Address
What Are You Not Seeing? Strategic Blind Spots Every CEO Should Address Every once in a while, I like to interrupt the flow of one of my Vistage meetings or…
Meeting Summary
Theme: Getting More Referrals – What Actually Works
Getting More Referrals: What Actually Works A Practical Guide for Business Owners Who Want Better Referral Growth Referrals…
Favorite Article
Do You Know What Your Customers’ Aspirations Are?
Customers are not simply buying products or services. They are investing in a better version of themselves. The…
Meeting Summary
Theme: Customer Centricity
Introduction to Customer Centricity As business models evolve and customer expectations soar, traditional approaches to leadership, service, and…
Favorite Article
Ultimate guide to customer focus in 2025
Is Your Business Truly Customer-Focused? Here’s Why That Matters More Than Ever In today’s economy, client expectations are…
Reading Summary
Beyond Customer Satisfaction to Customer Loyalty
Keki Bhote's "Beyond Customer Satisfaction to Customer Loyalty" provides a comprehensive framework for transforming customer satisfaction into lasting…
Free Download
Small Business Strategies To Keep and Build Momentum
Keep Your Business Moving Forward—Momentum On Purpose Momentum is everything in a small business. When you’ve got it,…
Free Download
Customer Satisfaction Survey – Product Company
Customer satisfaction isn’t just a metric—it’s a signal. When it’s strong, it validates the business strategy. When it’s…
Free Download
Customer Satisfaction Survey – Services Company
When you run a service-based business, your product is your people, your process, and your follow-through. And in…
Favorite Article
Experience-led growth: A new way to create value
A strategy focused on improving the experience of existing customers can deliver breakthrough growth for incumbent companies—often more…
Favorite Article
What Do Your Customers Want in 2023?
he New Year is often a time of optimism, hope, and change. But how do consumers’ shifting priorities…
Favorite Article
10 Ways to Boost Customer Satisfaction
Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas…
Helpful Website
Greenbook
Greenbook: Turning Data Into Insight—and Insight Into Better Decisions Most businesses are not lacking data. If anything, they’re…
Favorite Article
Six customer experience pitfalls to avoid
To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan, execute,…
Favorite Article
KPIs Aren’t Just About Assessing Past Performance
Many companies track KPIs as a way of predicting performance. To really exploit the predictive power of KPIs,…
Free Download
Business GPA Tool – What Every Leader Should Focus On and Measure
This tool gives owners and leadership teams a simple, GPA-style way to see how the business is really…
Favorite Article
Designing Customer Journeys for the Post-Pandemic World
While using customer journeys to guide what teams build and how they operate is common practice, small differences…
Favorite Article
Prediction: The Future of CX
Designing great customer experiences is getting easier with the rise of predictive analytics.
Favorite Article
The Balanced Scorecard – Measures That Drive Performance
What you measure is what you get. Senior executives understand that their organization’s measurement system strongly affects the…
Favorite Article
How To Deliver Great Customer Service at Scale
Favorite Article
The 11 Universal Types of Customers You Need to Know
Favorite Article
Realize Your Customers’ Full Profit Potential
Favorite Article
How To Identify a Target Market and Prepare a Customer Profile
Recommended Reading
Retention Point
The Retention Point – Robert Skrob Why this book matters Most businesses think growth is the game. More…
Recommended Reading
Setting The Table
Service is what you do. Hospitality is how people feel when you do it. You can deliver the…
Recommended Reading
Kotler on Marketing
Philip Kotler makes a distinction most people miss. Marketing is not advertising. It is not branding. It is…
Video Favorite
All BIG THINGS Must START SMALL! | Jeff Bezos | Top 10 Rules
This video distills the wisdom of Jeff Bezos, the visionary founder of Amazon, into ten essential rules for…
Recommended Reading
Beyond Customer Satisfaction to Customer Loyalty
A satisfied customer may buy again. A loyal customer comes back, stays longer, forgives mistakes, and becomes more…
Free Download
Nonprofit Stakeholder Satisfaction Tool
Measure What Matters: External Perceptions That Drive Organizational Success Most nonprofits operate with a significant blind spot—they lack…
Reading Excerpt
Influence: The Psychology of Persuasion by Robert B. Cialdini
When making a decision, we will less frequently enjoy the luxury of fully considered analysis of the total…
Blog Post
Leadership Thought #470 – Leave The Excuses For Non-Performance to Others
The basic formula for success in life and work is simple. Do what you say you'll do, when…
Talk to Ed about your business.
Bring the decision you've been circling. The problem you haven't said out loud. The one you've been carrying alone.