Category Archives : Measurement

If we asked your managers and your front-line employees what makes your company different and better, what wou

Your insight on customers, customer service and the importance of your relationship with your customers has a


As you prepare to close out another year of serving customers, you should be asking an important question: 

Customers really don’t care if you are having a bad day or just took a call from an agitated customer. What


There isn’t a company in existence that doesn’t make a mistake from time to time that impacts cust

There are a lot of challenges to running a successful company. That’s why it’s more important than ever th


There isn’t a utility in existence that doesn’t make a mistake from time to time that impacts customers. T

A recent Gallup survey of 55,000 employees matched the following attitudes directly to higher profits: Employe


“Puttin’ on the Ritz” is a well-known expression for high quality and utilities could learn much from th

If you took a poll at your public utility and asked every employee to rate the level of communication between