Churn.

Everybody’s definition of churn is different, even within the same business. My recommendation for starting the conversation around churn measurement is to first figure out why it’s important to measure that number at your company right now. Get that story crisp. Then, start with your definition based on an analysis of the raw data and …

Why Are You Performing A Gap Analysis? Everything Is Great!

The first thing I do when I step onto a new project is get a sense of what the real story is. And, as is the case most of the time, the real story is lurking somewhere 15 feet below where you thought you were walking. This real story is where things are a bit …

Learnings For Any Business From "10 Restaurant Secrets to Creating an Incredible Meal"

HowStuffWorks published this list a while ago: 10 Restaurant Secrets To Create An Incredible Meal. When I read through this list, it seemed obvious to me that every learning could be applied to the way we create experiences for our customers. Take a look – what do you think? I’ll write on a few. 10. …

Consider Your Audience When Writing

I’ve been writing a lot the past year, whether it be for work, personal, or personal work. I’ve found that  readers most of the time fall into one of four categories:I don’t get it. I hear you, but WE have a long way to go before getting there so I’m going to stop listening right …

Do You Know How Much You’re Really Losing When You Lose A Customer?

Do you know? If not, then you can’t really have any idea what you’re losing, or gaining for that matter, with your actions. Start With The Theoretical Rooted In Reality Let’s break this down by necessary components of information by running through a mock case study so you can go back and calculate the same …