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...
Read More >>>Category Archives: Quality Management
Quality standards that align with customer experience
Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...
Read More >>>Want to improve customer service? Look at your processes
Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...
Read More >>>Service Metrics for Accessibility and Quality
Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...
Read More >>>Managing customer feedback in real time
Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...
Read More >>>Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
Read More >>>Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They...
Read More >>>7 Ways to See Your Business from Your Customers’ Perspective
The most successful leaders don’t rely solely on data to tell them what’s happening. They...
Read More >>>What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Eliminate the most damaging customer service frustrations
The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...
Read More >>>Two types of quality standards for employees
Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get...
Read More >>>Principle #7: Skills, Knowledge and Leadership Make the Difference
What’s the real secret to improving performance? Build the skills, knowledge and leadership in your...
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