This is pretty awesome, you can watch an 8 hr session of Ron Baker teaching a seminar about the material in his book Measure What Matters To Customers. If you own or work in an accounting, law, or other professional service firm, you owe it to yourself to watch this seminar because you will learn how to really think about your practice, your customers, and your co-volunteers (I've always loved the idea of thinking of employees as volunteers).
Stop reading this and go listen to Ron.
Bill Brelsford Small Business Marketing Consultant
