Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want. Are you sure about that? […]
These articles highlight strategies in Customer Experience Management: from examples of current leading practices in customer experience to everyday stories of how customer experience can help organizations gain a competitive advantage, greater customer retention, and growth.
It’s a Dirty Business Cleanliness is a dirty business. It is undervalued and underestimated by most businesses. No matter what industry you operate in, cleanliness is a crucial point of measure for customers and employees alike. More and more, customers are becoming focused on the smallest detail of your operation. Cleanliness is the king of […]
It Only Works For Manufacturing Lean Principles: They only work in manufacturing. It’s a statement you hear more often than not. Even though many organizations across the service industry are adopting Lean principles and practices, the concept just hasn’t been sold. So many understand the value of Lean principles, but just cannot get their head […]
Setting the Quality Standard Are you modeling quality in your profession? When we look at successful leaders, they are the ones who are consistently modeling the behavior they expect. You won’t find a task on their daily to-do list reminding them to model their behavior at all times. It is a deeply engrained habit that […]
What Can We See from 30,000 Feet? If you have flown on a journey of any reasonable length, no doubt your aircraft has climbed to a flight level of 30,000 feet or higher. This is a space where aircraft operate at their highest efficiency. Putting aside an aerodynamics discussion, from the cabin the view can […]