An interesting discussion in the current edition of The Gallup Management Journal on Measuring Customer Satisfaction
Bain & Company's Frederick Reichheld has argued that there's a single, magic question that business leaders should ask their customers in order to grow. His viewpoint has won many converts, but John H. Fleming, a Gallup principal, definitely isn't one of them. In this probing article, Fleming argues that executives should be very wary of using one-item indicators for any important business metric, regardless of how simple it might appear. He makes a case for a compelling, and more meaningful, alternative.
Why not take a look?
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