Monthly Archives: June 2011

The Power of Appreciation

Posted on June 22, 2011 by David Kay

Really, it seems too good to be true.  If you heard about this in an email, you’d mark it as spam immediately.  “You’ll feel better, make the people around you feel better, improve relationships at work and at home, and … Continue reading →

Posted in Coaching, Culture, KM | 3 Comments

Keep An Eye On Your Customers’ Success

Posted on June 8, 2011 by David Kay

Generally speaking, in Support we measure our operations:  time to resolve and backlog, for example.  But in Marketing, they measure customer behavior, like click-through rates and conversion rates.  In this case, I think Marketing has it right.  And from what … Continue reading →

Posted in Measures | 4 Comments