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
Ten Questions to Guide Strategy Implementation
Business strategies fail for many reasons, but often the the strategy is
not at fault