Author Archives: J. Mark DeNicola

Service to brag about!

By J. Mark DeNicola | Published: August 12, 2015
Recently I posted an article about measuring and managing customer loyalty and satisfaction. I mentioned that not always is there a direct correlation between good service metrics, such as response time, prints between calls, etc. and customer satisfaction. But just try to retain an account if those good metrics do not exist! That being said, […]
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Measure and manage your customer satisfaction and loyalty!

By J. Mark DeNicola | Published: August 11, 2015
“If you can’t measure it, you can’t manage it” That quote has been attributed to many individuals, the most famous being those icons of modern management philosophy Peter Drucker and Edward Deming. I would hazard a guess that all successful business men and women have paid attention to that quote and made sure they measured […]
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I have decided to start my blog again

By J. Mark DeNicola | Published: August 10, 2015
After several years of neglect I have decided to start blogging again. Look for posts on a semi-regular basis.
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Advertorial in the “Greater Knoxville Business Journal”

By J. Mark DeNicola | Published: September 15, 2011
Medical documents evolve with one-touch applications!
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