1. How well is the call center helping the customers? Is it helping the customers with instructions? What percentage of customers’ technical problems is the center solving without callbacks? How long do customers wait on the phone? Two days after their Austin trip, at 1 p.m. sharp, Sara ushers Myra into a round Henry & Associates’ conference room.

Inside, Jason has posted paper to the curved walls.

Across the top of the fi rst sheet, Sara has written, “Satisfaction with the service department.” Today they focus on the easiest task and leave the customer profi le pilot study for later.

Besides, Gracie Uhura, marketing manager for MindWriter, is pressed for answers on whether the CompleteCare repair program enhances customer satisfaction and thus brand loyalty. If she is responsive on the smaller project, Henry & Associates is sure it will get the OK for the more ambitious one.

Jason and Myra pull two chairs in front of the fi rst blank panel, at fi rst staring in silence at its blankness