USING A BALANCED SCORECARD TO IMPLEMENT STRATEGY Co-authored with Dr. John Lingle, The Metrus Group, Somerville, New Jersey
Seven Requirements of Customer Driven Organizations How to make sure customer satisfaction initiatives succeed...
Customer Satisfaction Survey Design Ten design considerations that go into any well designed customer satisfaction survey program...
Ten Requirements of Successful Customer Satisfaction Surveys 10 factors necessary for a customer loyalty initiative to have a bottom-line impact.
Ten Questions to Guide Strategy Implementation Business strategies fail for many reasons, but often the the strategy is not at fault
