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In any given organization, there are jargon words used to describe some metric or process that only those in that organization would most likely understand. It is like secret code or foreign language. Today, the PSAT Score means nothing to mostly anyone. To me, it is the Parent Satisfaction Score and it is achieved by assessing 4 different components of a youth sports program: The Organization (Club, School), The Coach, The Team and The Program. The other score is the RTF Sco

My dissertation thought process was simple. Write about female entreprenuership but when I actually began the journey of writing a research question, the frustrating experiences of being a sports parent were more front of mind. I assessed these experiences compared to what I knew of customer experience as a professional and realized that the research I was finding not focused on the reality of daily life of a sports family. My goal was to bring together the art of CX with You