The Business Conductor 

In a recent post, I mentioned how critical comparisons are in analyzing data—specifically, that “a number means nothing until it’s next...

There was a show that ran for 12 years on TV called “Undercover Boss.” I’m sure almost everyone has heard of it. I loved the show not...

Customer ratings. NPS. Customer feedback. I’ve heard wildly different opinions from senior leaders on the value of these types of voice...

Most people associate reducing variation with improving quality, efficiency, or the customer experience. But driving revenue? Not really....

"Comparison is the thief of joy." That quote—often attributed to Theodore Roosevelt—rings true in life. But in the world of data...

Are you trying to drive step-level results in sales—or in any area—through training alone? Here's a lesson I’ve learned: be intentional...

Imagine we have the gift of secretly hearing our customers’ thoughts, what they feel “in the moment?” Think of the Mel Gibson character...

“Continuous improvement.” The term has been around for a while, a go-to for many executives and staff when explaining what they do and...

Replacing a key employee, upgrading your talent, promoting from within or adding additional people. These decisions have significant...

One of the best lessons given to me as a young operational leader was around the concept of variation. Understanding this concept allows...

There is something in physics called the “Law of Conservation of Energy” that states “energy can neither be created nor destroyed; energy...

There is a well-known quote that says, “What gets measured gets done.” I have always associated this quote with Peter Drucker, but...