We're pleased to welcome Joe Woods as a guest post today who will share with us his thoughts on agile software development principles patterns and
Macaroni Grill: Ordered Chicken but Got Beef and the Net Promoter Score Survey
A few weekends ago, my wife and I went to Macaroni Grill for dinner. We had a great server who was funny, helpful, and courteous. After looking at the
NPS Customer Feedback Loop, Closed Loop System, and Lean Thinking
This article explains the heart of any Net Promoter Program: The Net Promoter Score Feedback Loop. The Net Promoter Score (NPS) is a metric that
Airline Customer Satisfaction Infographic
This month, the American Customer Satisfaction Index (ACSI) released their annual customer satisfaction scores for the airline industry [1. the
SWOT Analysis Done Right [video]
This article describes the SWOT Analysis. Go here to get your free SWOT Template Download. I've been in strategy sessions or like meetings where
Toyota Kata Training with Lego
It's not often I see something ingenious. This is one of those times. How about demonstrating the PDCA Cycle via Lego Figures! HÃ¥kan takes his
Visualizing the Customer Experience: Customer Journey Map and Continuous Improvement
Go here to view a customer journey map video explanation and download a free template. In a prior post, I discussed how most Lean practitioners
Lean Thinking and Emotion: Customer Experience is the Link
In Lean Thinking, traditionally not much has been said regarding the customer's emotions; except for a bit here around "Voice of the Customer" and a
Job Chart Buddy Wheel
As most of you know, I have a pretty big family. I'm grateful for my family and I love all the kids - but sometimes, okay more often than not - things