So now you know two primary cornerstones for laying the groundwork of success moving forward. To recap, they are 1) understanding what reality is and 2) realizing your total interdependence on customers. Why am I being so fundamental when explaining what is happening today among customers?  Read More

(Net Promoter Scores and other One-Stat Wonders)

Thank goodness for CSI (Customer Satisfaction Indexes) and NPS (Net Promoter Scores) ratings and rankings! Businesses no longer have to understand anything more about their customer base than the answer to a couple of simple questions. The keys to the kingdom of growth and success are at the door of every company!

Unfortunately, many companies adopt CSI, NPS and other one-stat wonders with the above attitude. What if I told you about an entire industry segment that proves such thinking totally and completely - wrong? Yes, wrong!

What if I shared with you scores from an entire industry segment where customer satisfaction and NPS ratings are on par or better than "best practice" industry leaders? And yet ... the companies in this industry segment are dying, not growing.

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