Just Dial “0″ (”Zero”)
On the way to work this morning, a commercial on National Public Radio (NPR) caught my attention. It was a commercial for Ally Bank and one phrase piqued my interest (I’m paraphrasing):
To open an account, call xxx-xxx-xxxx and to talk to a real person, push “0″ anytime.
In the radio commercial, they emphasized “real person”. Interesting.
On the way to work this morning, a commercial on National Public Radio (NPR) caught my attention. It was a commercial for Ally Bank and one phrase piqued my interest (I’m paraphrasing):
To open an account, call xxx-xxx-xxxx and to talk to a real person, push “0″ anytime.
In the radio commercial, they emphasized “real person”. Interesting.
Staring at Acoustic Ceiling Tiles
There is a Design Thinking opportunity to Emergency Room care. In my previous post, I discussed the time involved in waiting to receive care -queueing properties of ER care. What I didn’t discuss is the feeling and experience of the patient during care. That’s the topic for this post today.
There is a Design Thinking opportunity to Emergency Room care. In my previous post, I discussed the time involved in waiting to receive care -queueing properties of ER care. What I didn’t discuss is the feeling and experience of the patient during care. That’s the topic for this post today.
Lean Thinking and the Amazon Kindle
I receive emails from recruiters – frequently. So, as a favor to them, I am posting a job for your interest: the hiring company is Amazon.com.
Below is one job description and contact information, but if you go to the Amazon.com website, there are over 50 open positions looking for people with experience in Lean Thinking and Six Sigma.
I receive emails from recruiters – frequently. So, as a favor to them, I am posting a job for your interest: the hiring company is Amazon.com.
Below is one job description and contact information, but if you go to the Amazon.com website, there are over 50 open positions looking for people with experience in Lean Thinking and Six Sigma.
Homogeneous Innovation
Things are all too familiar. That’s good and bad.
It’s good if the service or product meets my basic needs and is memory-neutral: that is, the interaction results in neither good memory or bad memory. It just is and I don’t care.
It’s not good if I come away from the experience thinking “I could have received that same service or product at 50 other places, with no material difference.”
Things are all too familiar. That’s good and bad.
It’s good if the service or product meets my basic needs and is memory-neutral: that is, the interaction results in neither good memory or bad memory. It just is and I don’t care.
It’s not good if I come away from the experience thinking “I could have received that same service or product at 50 other places, with no material difference.”
Goodbye Customer: Loyalty, Costs, Complexity, and Recovery
Goodbye Customer.
That is sometimes what we say, without knowing the full costs and burden that proposition means on the business. Ironically, businesses are often unaware that their actions are pushing the customer away while at the same time trying to recover and retain them through expensive customer retention programs. Metaphorically, this is like pushing the customer away and pulling the customer back — at the same time. It is no wonder that customers have had enough.
Goodbye Customer.
That is sometimes what we say, without knowing the full costs and burden that proposition means on the business. Ironically, businesses are often unaware that their actions are pushing the customer away while at the same time trying to recover and retain them through expensive customer retention programs. Metaphorically, this is like pushing the customer away and pulling the customer back — at the same time. It is no wonder that customers have had enough.
Customer Service – A Chance for Redemption
In a very tough economy, keeping customers happy should have more considerable weight and attention from companies. I had a negative customer experience recently at Home Depot, where they had a chance to redeem themselves from a very poor customer experience.
In a very tough economy, keeping customers happy should have more considerable weight and attention from companies. I had a negative customer experience recently at Home Depot, where they had a chance to redeem themselves from a very poor customer experience.
