Organizations are becoming smarter. More tools are available than ever before to measure your performance and the experience for your customers and employees. But why do organizations often look to their competition to see if they are on par with the market average? Why not look inside your own four walls? Let me explain…
In 2003, Fred Reichheld, partner at Bain & Company, created a new way to measure how well an organization treated the people whose lives it affected. This....