• Word of mouth
    One of the things we are learning in the media is that the change that we're going through right now is something that is going to e...
  • The service-profit chain
    Research across a wide variety of industries confirms that profitability and growth are st...
  • Tools for getting feedback
    All tools that measure feedback are best used in an atmosphere of trust. They should be used to gather useful information as a way to im...