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Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn Great customer service is becoming more and more common as companies become more and more aware that investing in great customer experiences is actually good for business. But, it’s rare that a great customer service experience becomes viral and brings incredible goodwill and [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn I was recently sent a survey about customer service and my thoughts on how to bet provide customer service. One of the question in the survey was interesting: One of your customers has just said to you, “The service here is terrible.” You [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn We often hear customer service quotes about “great customer service” or “poor customer service” – especially in the media regarding ATT Customer Service and Qwest Customer Service, but we don’t hear very often “customer service was too good.” Until now. Stanley Bing, wrote [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn Here’s some obvious advice: Don’t Insult the Customer. That’s good advice for everybody in a company, but that is great advice especially for the CEO. It can clearly impact customer retention as well as customer acquisition. While it’s common sense, it looks like [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn GetSatisfaction 1 recently came out with a great infographic showing what, in their research, are the reasons why companies lose customers. Below is a summary of why customers leave companies: 68% Leave because of the treatment the customer received 14% Leave because the [...]
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How To Be A Human
Six Sigma Workbook For Dummies — The Raffle
Jeff Bezos and Root Cause Analysis
A Mindless Worker is a Happy Worker
The Apple iPhone Supply Chain
The Toyota A3 Report
Ask Mary Poppendieck Anything!
A Lean Case Interview
Batch-and-Queue or Single-Piece Flow
Multi-Tasking Leads to Lower Productivity
queueing theory: part 1
Zero Defects is Wrong Approach
Overmanaged and Underled
Pull Systems, Push Systems: The Paper Airplane Game
Queueing, Disneyland, and FastPass
Operational Excellence is not a Substitute for Effective Leadership or a Good Strategy
Quality and Continuous Improvement; Lean Manufacturing Training and Consulting, Process Improvement, How to Learn Six Sigma, Leadership Development and Coaching, Operations Research and Queueing Theory. Other stuff too.
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