Untangling the twists and turns of workflow in a process can be frustrating. Have you ever tried to visualize the flow of a process, from start to finish? In most organizations, it can be convoluted and complex. The goal, of course, of any workflow, it to try and use the most direct flow from point […]
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.
The food service industry is tough. The challenges of the industry range from food costs and quality, to customer service and effectively using labor. To create the perfect experience, owners must find a delicate balance with these challenges. But to add to those challenges, in today’s digital environment, customers are engaging with social media, which […]
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? […]
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 […]