August 2025

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The Probability of Success (and Why Stats Matter in CI)

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  I had a little fun with this cartoon—as I am a golfer (sort of) I know when my confidence level doesn’t match my stats! I drew the boss standing over a putt, full of hope, when his LSS and CI Champion , AKA, caddie, reminds him of a sobering fact: “Your stats indicate the […]

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Customer Feedback, the Art (and Timing): Is Now a Good Time?

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In my Cox-Box cartoon above, two eager professionals approach a heavily bandaged hospital patient, clipboard in hand.“My colleague and I are collecting a sample Voice of Customer — is this a convenient time to ask you a few questions?” I hope the humor is obvious. The patient is clearly in no condition to be answering

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