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The CFO asks a simple question: “What’s driving the margin decline in the Southwest region?” Three weeks later, they get a 47-slide deck. The data is accurate but the answer is buried somewhere between slide 22 and slide 31. By then, the CFO has already made a decision based on gut feel. Welcome to the… Read More

The most expensive mistake in business is the “silent exit.” Sometimes, metrics on paper hide client dissatisfaction. It is possible that your NPS (Net Promoter Score) is high, support ticket volume is down, your average handle time is more efficient, but you are still losing clients. Traditional models will tell you that your customers are… Read More