Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded. The next scene shows him throwing the device into the trash. Of course, the...
Who are your innovators?
I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and I was young and eager to learn. He lamented the fear...
Great customer experiences happen by design
Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what makes customers unhappy in the first place. Of course,...
Essential Metrics for the Service Operation
There are many variables in customer service and different perspectives of what’s important. What should you focus on? We’ve found there are seven key aspects of service that should always be reflected in metrics. They build on each other and form a...