Tag: Customer Satisfaction

Niko-Niko Calendar

Niko-Niko Calendar

While I was at the recent Agile Leadership Network (ALN) event earlier this month, Dave Nicolette presented a talk on metrics.  I’ll admit, I’m fascinated by metrics.  I remember working on the NIH Executive Dashboard and then the NCI Dashboard between 2004 and 2007 .  But since then, I’ve grown to look at metrics differently.  Though I’ve…

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(Zombie) Customer Service

(Zombie) Customer Service

I’m currently enjoying Delivering Happiness, the book by Tony Hsieh of Zappos.  In the book, his approach to customer service reminds me a lot of what Seth Godin wrote about in his book, Linchpin.  For those looking to map this to an activity in the PMBOK, I see this falling under Manage Stakeholder Expectations (Executing…

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Good Customer Service

Good Customer Service

This post is relatively short and sweet.  Today I got my first Verizon Wireless bill.  It had an initiation fee of $35.00 on it.  Seriously?  I realize we all need to make a buck but this was ridiculous.  When setting up my account, I didn’t even talk to anyone.  I did everything online. I called…

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Measuring Success in NYC

Measuring Success in NYC

When you have a project, you need to find out from the customer how they will judge the success of the project.  Don’t go off giving the team high 5’s and leave the customer scratching their head looking at the bill.  At the inception of the project and at the identification of each deliverable, get…

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Help Me Understand What I am Seeing Here

Help Me Understand What I am Seeing Here

Things seemed to get a little heated in the meeting yesterday.  Upon reviewing the vendor-supplied PowerPoint deck, we noticed graphs illustrating the quantity of issues found and when the vendor planned to fix them.  So, we flipped back a few slides and noticed a table detailing the quantity of requirements that passed or failed, during…

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