A while back I finished up Jared Diamonds Guns, Germs and Steel.  A really great read. In one of the chapters, he opens with a quote from Tolstoy’s Anna Karenina: “Happy families are all alike;...

I’ve been working with a client for a while to instigate a customer panel they can use to gather feedback.  When the old VP of Marketing dreamed the idea up a few years ago, it seemed like on of...

So having just come off a hugely busy week, I finally got around to extending the thought process behind what ‘Satisfaction’ is and how you measure it. Firstly, I think you have to ignore about...