Performance: Are you heading for the summit or the closed loop?
I had the great pleasure of working with Alan Hinkes last week. It was the start of the 10th year of our Chief Customer Officer Forum and we were honoured to host Alan. Who? What – you’ve never heard of one of the UK’s greatest sporting achievers? Imagine a cyclist who was brave enough to win a race in […]
The 2006 Annual FastSimple Survey including 100 things you can learn about 21st century metrics
We wanted to identify how many companies are working to remove the reasons why customers have to contact them. To learn how many companies measure their customers’ top 10 reasons for contact (‘demand drivers’) and if so what are they To learn how many companies quantify contact by other types of reason and if so […]