From “Metric” to “Magnificent”!

How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…

The Manual Pareto Chart

The Manual Pareto Chart

When was the last time you created a Pareto chart manually?  For those of you not familiar with a “Pareto ” chart, it is simply a bar chart that organizes the categories from highest-to-lowest in frequency of occurrence.  Pareto charts are useful when “issues” outnumber the resources available to solve them; obviously, you would want to put the resources on…

A Primer on the Global Carbon Markets

A Primer on the Global Carbon Markets

In December 1997, members of the United Nations Framework Convention on Climate Change (UNFCCC) negotiated the Kyoto Protocol that established emissions reductions for the developed and developing nations that ratified the Protocol.  The Protocol went into force in February 2005 after Russia ratified it in November 2004. The U.S. did not ratify the Protocol because it set no emission limits for China or India. The Kyoto Protocol…