Insights
Notes from the work.
Short pieces on surveys, go-live, and the front door. Examples in these notes are illustrative. They are not a client’s results.
A survey without an owner is a report
Companies are not short on scores. They are short on someone who has to do something by tomorrow.
Go-live is when the customer starts measuring you
The project plan ends at cutover. The customer starts a stopwatch.
The front door is infrastructure
Adding another inbox is not a scaling strategy.
Response rate is part of the score
A strong score on a tiny sample is a story, not a measurement.
Bring a problem
Tell me where customers are waiting.
A short note is enough: what is breaking, what you have already tried, and what a good month would look like. If I am the wrong person, I will say so.