Mark Withington

Mark Withington

Recent Posts:

Supercharging your OKRs

S2E strategy to execution

In his book, “Measure What Matters[i]”, John Doerr extols the virtues of a performance management framework he calls Objectives and Key Results (OKRs) as having four key Super Powers that help an enterprise:

The Evolution of the Service Economy

Transformation Customer Experience Service Design

Enterprise Resource Planning (ERP) has become the nervous system for nearly every organization big and small.  Fundamentally ERP links functional business groups (Sales, Accounting, Marketing, HR, Production,

If Jimi Hendrix visited the RMV...part 5

Transformation Customer Experience Service Design

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles -

If Jimi Hendrix visited the RMV...part 4

Transformation Customer Experience

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles

If Jimi Hendrix visited the RMV...part 3

Transformation Customer Experience

Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics:  CSat = Quantitative Metrics