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 […]

Meetings Excellence

Fred Reicheld’s popular Net Promoter (R) Score has been an excellent tool to regain a crucial focus on customer relationships.┬áIts 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 […]

Why Advocates are more realistic than Promoters