We’re pleased to have Michel Falcon share with us his thoughts on how to create brands people admire. Michel Falcon is a customer experience management consultant. In other words, he helps organizations build world class customer experience program and strategies. The ROI that he provides organizations is organic growth through repeat and referral business. He helps [Continue Reading...]
We know that when there is no standard, there is no Kaizen. But, the benefits of Standard Work does more than that – having standard work can also help us make better decisions, especially when the decision that needs to be made is especially important. Moreover, Standard Work can help us improve the Customer Experience by [Continue Reading...]
Jeff Bezos demonstrates – yet again – what it means to be customer centric. In his Amazon 2012 Letter to Shareholders, he explains one of the main core values at Amazon: Customer Obsession. He does so masterfully, even sharing very specific examples of what they’ve done and how that approach is the right approach for the [Continue Reading...]
There’s a lot that can be said for delivering a wonderful customer experience. Of the many things that can be said, here’s something that many do not understand or even consider as they think of the customer experience: Customer Experience Management is about What Customers Desire to Feel versus What Customers Actually Feel Most of [Continue Reading...]
A simple white board that follows the tried and true principle of Standard Work help me a lot. Let me share with you the white board I use at work that helps me remain productive and keeps me focused on the right things. Standard Work We know that when there is no standard, there is [Continue Reading...]
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| This post was written by Pete Abilla |
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The Apple iPhone Supply Chain
The Toyota A3 Report
Batch-and-Queue or Single-Piece Flow
Ask Mary Poppendieck Anything!
Zero Defects is Wrong Approach
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Queueing Theory: Part 3
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