This article explains the heart of any Net Promoter Program: The Net Promoter Score Feedback Loop. The Net Promoter Score (NPS) is a metric that
Airline Customer Satisfaction Infographic
This month, the American Customer Satisfaction Index (ACSI) released their annual customer satisfaction scores for the airline industry [1. the
SWOT Analysis Done Right [video]
This article describes the SWOT Analysis. Go here to get your free SWOT Template Download. I've been in strategy sessions or like meetings where
Toyota Kata Training with Lego
It's not often I see something ingenious. This is one of those times. How about demonstrating the PDCA Cycle via Lego Figures! HÃ¥kan takes his
Visualizing the Customer Experience: Customer Journey Map and Continuous Improvement
Go here to view a customer journey map video explanation and download a free template. In a prior post, I discussed how most Lean practitioners
Lean Thinking and Emotion: Customer Experience is the Link
In Lean Thinking, traditionally not much has been said regarding the customer's emotions; except for a bit here around "Voice of the Customer" and a
Job Chart Buddy Wheel
As most of you know, I have a pretty big family. I'm grateful for my family and I love all the kids - but sometimes, okay more often than not - things
Hate to Wait Bagel Bucket: Queueing as Marketing
That's right - Queueing as Marketing. The Hate to Wait Bagel Bucket is ingenious. In other words, create a service or product around the fact that
Types of Kaizen and Training Required
There are various types of Kaizen. The term "Point Kaizen" or "Kaizen Event" of "Kaizen Training" are well-worn statements. We're familiar with them,