The Toolkit / Service / The Pulse
Service · Tool 16 of 16
The Pulse
Keep the promise, again and again.
Keep every promise, see who keeps coming back and who leaves, and send what you learn to the Compass to start the next turn.
The board
Ten sections on one page
Print it, fill it in, and score each section from 1 to 5. Your score is out of 50.
How to use it
The ten sections of the Pulse
What to do in each section, and what a 1, a 3 and a 5 look like. Score yourself honestly; the low scores tell you where to work next.
- 1
What we promised
From the Handshake.
List the commitments from the Handshake.
- 1Started
- Some of them.
- 3Good
- All of them.
- 5Excellent
- All of them, with each first moment of value.
- 2
Promises kept
Delivered on time, as written.
Count how many promises were kept on time, as written.
- 1Started
- A feeling.
- 3Good
- A count.
- 5Excellent
- A count for every promise, with each one that slipped and why.
- 3
People served
This month, and last month.
Count the people served this month and last month.
- 1Started
- A guess.
- 3Good
- Both months.
- 5Excellent
- Both months, with who joined and who left.
- 4
Came back unprompted
Real adoption.
Count who came back without being reminded.
- 1Started
- Sign-ups.
- 3Good
- A count.
- 5Excellent
- A count of unprompted, repeated use, measured the same way each month.
- 5
What they do now
That they didn't before.
Write what people do now that they didn't do before.
- 1Started
- Assumed.
- 3Good
- A few changes.
- 5Excellent
- Real changes in what people do, with examples.
- 6
Who left, and why
Ask every leaver.
Ask everyone who leaves why, and write what they actually did.
- 1Started
- Not asked.
- 3Good
- Some asked.
- 5Excellent
- Every leaver asked, with what they did, not just what they said.
- 7
Their words
Quotes worth keeping.
Save what they say, with who and when.
- 1Started
- Paraphrases.
- 3Good
- Several quotes.
- 5Excellent
- Quotes from stayers and leavers, sourced and dated.
- 8
What they ask for next
New wants.
Write what they ask for next, in their words.
- 1Started
- Our roadmap.
- 3Good
- Their requests.
- 5Excellent
- Their requests in their words, grouped by what comes up again and again.
- 9
Signals for the Compass
What goes back to the Compass.
Write what customers now do and ask for, and send it to the Compass to start the next turn.
- 1Started
- Kept to ourselves.
- 3Good
- Some signals sent.
- 5Excellent
- Clear signals sent to the Compass, dated, with their sources.
- 10
What we'll change
In how we serve them.
Write what you'll change in how you serve them.
- 1Started
- Discounts to stop leavers.
- 3Good
- A few changes.
- 5Excellent
- Changes that answer why people left and what they asked for.
How it works
- Made inStep 16 · ExperiencesServe what was promised, again and again. That is Adoption, and what it teaches feeds Trends.
- What it's forKeep every promise, see who keeps coming back and who leaves, and send what you learn to the Compass to start the next turn.
- It feedsThe CompassFind the signal in the noise.
