Most Recent

Ideaxchange

Baby Steps: How Slow Steady Improvements Drive Exceptional Results

Feb. 10, 2015

Quality

How to Detect Organizational Cancer and Promote Business Excellence

Sept. 18, 2014

Customer Relationships

We Forgive You: Dos and Don'ts of Service Recovery

April 22, 2014

Customer Relationships

Hearing Voices: Linking Customer Needs to People, Products and Process

Feb. 12, 2014

Mark Graham Brown

Principal

https://markgrahambrown.com

Mark Graham Brown has 30 years of experience consulting with organizations all over the world on measuring and managing performance. He is the author of many books, including his most recent, Killer Analytics: Top 20 Metrics Missing From Your Balance Sheet (Wiley/SAS 2013). Mark has his own consulting practice in Manhattan Beach, California. He is currently working on a new book with Ken Dean and Dr. Adam Pollard called “Reverb” about how to link voice of the customer research with products, processes and people.