3 Ways to Stop Your NPS Program From Destroying Your Customer Experience
I love NPS programs (Net Promoter Score)–when they’re designed and executed well. When I was at Verizon, The Ultimate Question was required reading for every manager on my team. An NPS program is a powerful way to measure the customer experience. And...
How to Delegate Work – One Secret to Ensure Nothing Falls Through the Cracks
“You’ve got to be kidding me,” I grumbled and shook my head. For what seemed like the 37th time that week, an assignment I’d delegated had not come back on time. I wondered once again how to delegate work so that it actually gets done. I was so tired of chasing down...
Three Simple Secrets to Running Remarkable Meetings
Do you love going to meetings? Are meetings the best use of your time? How do people feel about the meetings you run? It’s not that we hate meetings, we just hate bad meetings Why do people hate meetings? Here are just a few examples of the biggest frustrations...
Four Questions to Keep Your Team Focused and Working on What Matters Most
When I look back on my career at Verizon at the times my teams truly knocked it out the park–the times we increased results exponentially and led the Nation in results or had a major turnaround pulling a team out of the abyss, there is one common characteristic....
