Publications
Customer 3D
BookCustomer 3D by Bill Self
A new style of leadership is emerging, one that resonates deeply with customers and leads to stronger customer loyalty.
Customer Insight
MagazineCustomer Insight Magazine
The magazine for people using customer insight to improve business performance.
A New Kind of Customer Focus
Magazine ArticleCastrol Article
Magazine published for Castrol customers and employees. A New Kind of Customer Focus.
Satisfaction Client
BookSatisfaction Client : de la conquête à la fidélisation
Written by O. Netter and N. HillBlog
Twenty-six Applications for 2015 Baldrige Award
Recognizing that performance excellence and innovation are the key ingredients in a recipe for success, 26 top-level organizations are vying to be honored as the "top chefs" in the nation by applying for the 2015 [...]
Just Because
"Because it has always been this way" That's a pretty bad answer to a series of common questions. Why is the format of the board meeting like this? Why do we always structure our annual [...]
The Art of Performance Management
Success is dependent on how effective your measures are - not how many activities you are measuring. The secret behind this approach is to step back and take a more strategic and holistic approach, which [...]
Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.
Steve Jobs
Perfection is not attainable, but if we chase perfection we can catch excellence.
Vince Lombardi