Archive for November, 2010

Goals that Drive Improvement

By Steve Bernstein - Last updated: Tuesday, November 16, 2010

A few weeks ago I wrote a short note about setting Net Promoter targets.  I neglected to highlight something – possibly the most important element! – which is about focusing on improvement.  Although target-setting is often thought of in terms of driving improvement, in my experience companies often set goals that focus on end scores.  […]

Who’s Side is my Insurance Company on?

By Steve Bernstein - Last updated: Thursday, November 4, 2010

How do you treat customers when they need to cancel your service?  I’m a big believer in learning from others, so thought I’d share this experience to those in the service business that might feel the same way. I’m completely switching insurance companies after 10+ years as a customer with the P&C insurance company that […]