Talk given to Siemens Business Excellence Forum Mike Clargo – September 2017 Executive summary: Over the past century, increasingly effective process improvement techniques have transformed business performance – through data. Conversely, our experience of the meetings process is largely unchanged – through lack of data (we don’t even keep […]
Uncategorized
Fred Reicheld’s popular Net Promoter (R) Score has been an excellent tool to regain a crucial focus on customer relationships. Its simplicity has garnered top level ‘promotion’ in organisations, and in many cases it has pushed customers to the top of the organisational agenda, to sit alongside profit as a focus […]