Items Tagged with 'Measuring'

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Wider World of Business

Why Dignity is the Key to Customer Service

For the last several decades customer service has cycled through an evolution of different metrics, all focused on measuring if the customer is happy. It started with satisfaction, then moved to loyalty, engagement, customer value, back to loyalty, then the recommend question, and even level of effort.
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Wider World of Business

What's Your Company's Gross National Happiness?

Nearly every day you hear reports on our country's Gross Domestic Product (GDP). Stocks soar or collapse depending on the media - after all, if our country isn't making and selling stuff (stagnant or depleting GDP), we are in real trouble...times are going to be tough. Conversely, if we crank up our productivity (growing GDP), and make and sell more stuff, times will be great. Right? Wrong.
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