InfoChachkie
AUGUST 22, 2016
A version of this article previously appeared in Forbes. If you haven't already subscribed yet, subscribe now for free weekly JohnGreathouse.com articles! The Most Important Metric. Near the conclusion of our discussion, I asked each CEO to name any non-obvious metrics by which they guide their businesses.
InfoChachkie
MARCH 23, 2015
A version of this article previously appeared in the Wall Street Journal. If you haven''t already subscribed yet, subscribe now for free weekly JohnGreathouse.com articles! The concept was first introduced by Fred Reichheld in a 2003 Harvard Business Review article entitled "One Number You Need to Grow.". Wayne Gretzky.
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Startup Professionals Musings
MARCH 19, 2022
I still find too many service organizations that ignore or discount online reviews and satisfaction surveys. Another major source of services clients these days is online industry directory sites and ranking review articles. What are your academic credentials, firms serviced, and industry accolades and participation?
TechEmpower
OCTOBER 9, 2023
With Generative AI and LLMs, new avenues for improving operational efficiency and user satisfaction are emerging every day. Precision and Recall Metrics: Define a process to assess the precision (the relevance of retrieved documents) and the recall (how many of the relevant documents were fetched). Strive for a balanced outcome.
Startup Professionals Musings
MAY 10, 2019
The classic example from several years ago was United Airlines not staying tuned in to social media, resulting in a unrecoverable customer problem causing great damage to their reputation, escalating to countless articles , and even a book, “ United Breaks Guitars.” Use business metrics and tools to tune your efforts.
InfoChachkie
JUNE 2, 2014
A version of this article previously appeared on Forbes. If you haven''t already subscribed yet, subscribe now for free weekly JohnGreathouse.com articles! We keep our eye on a handful of metrics, but we’re focused on customer satisfaction. Always the bridesmaid?
Steve Reich
JUNE 11, 2012
This is not an article about the high moral purpose and the nobility of listening to your customers. It is an article about how to make your company worth a fortune by listening to your customers. Why does Google dominate search? They obsess about having the best search out there. Why do so many of us have iPhones?
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