The key is to align resources with job tasks so that you make the knowledge base part of the daily life of your people. We stress that everyone must check voice mail and e-mail every day. Press hard on technology to deliver business value. It's really more a matter of keeping everyone focused on delivering what the customer wants. Rely on fuzzy feedback before hard measures.
Feedback is hard because it's all over the map.
You have to be good at seeing the main themes, the averages. The things we do that make the most impact are those in the center, the ones that affect the highest numbers of people. Choose speed and specificity over size and generality. We got that right. Toggling between the general lesson and the specific example of its application makes the abstract real for the customer.