Tag Archives: Customer focus

Innovation in Thinking and the Web

Posted on March 29, 2011 by John Hunter

Investing time and effort to attract “the right kind” of contributors to a news site He thought we needed to make the same shift with our users – instead of seeing having to engage with them digitally as a time-consuming … Continue reading →

Posted in Customer focus, Deming, IT, Management, Process improvement | Tagged Creativity, Customer focus, Innovation, internet, Systems thinking | Comments Off

Customer Focus and Internet Travel Search

Posted on March 24, 2011 by John Hunter

The internet should make finding airline flight information easy. Instead it is a huge pain. Hipmunk has taken on the challenge of doing this well, and I think they have done a great job. This video provides an excellent view … Continue reading →

Posted in Creativity, Customer focus, Innovation, IT, Management, Process improvement | Tagged Creativity, Customer focus, Innovation, internet, IT, travel, usability, webcast | 4 Comments

Delighting Customers

Posted on July 26, 2010 by John Hunter

If you have customers that see you as adequate you will keep customers based on inertia. But you have several big problems awaiting you. Those trying to win your customers business only have to overcome inertia – which can be … Continue reading →

Posted in Competition, Customer focus, Deming, Management, Process improvement, quote | Tagged continual improvement, curiouscat, Customer focus, customer service, Deming, management, Process improvement, quote, Systems thinking, tips | 5 Comments

Trust Your Staff to Make Decisions

Posted on June 22, 2010 by John Hunter

The failure to give your organization the flexibility to serve customers is a big mistake. Many companies make this mistake. Often the basic problem is managers don’t trust that their systems to hire and develop people that will make good … Continue reading →

Posted in Customer focus, Management, Respect, Software Development | Tagged airlines, bad customer service, Customer focus, Process improvement, usability | 8 Comments

Problems With Student Evaluations as Measures of Teacher Performance

Posted on June 16, 2010 by John Hunter

Dr. Deming was, among other things a professor. He found the evaluation of professors by students an unimportant (and often counterproductive measure) – used in some places for awards and performance appraisal. He said for such a measure to be … Continue reading →

Posted in Deming, Education, Performance Appraisal, Psychology, Science | Tagged Customer focus, Data, Deming, Education, experiments, Performance Appraisal, Psychology, Science, system thinking | 2 Comments

Southwest Not Delta or United

Posted on June 14, 2010 by John Hunter

One of the posts highlighted in the last post was one example of how Southwest behaves. It wasn’t a one time thing. It was a common result of the system Southwest has in place where they treat customers like human … Continue reading →

Posted in Customer focus, Management, Systems thinking | Tagged airlines, bad customer service, Customer focus, respect for people, Systems thinking | 2 Comments

Aligning Marketing Vision and Management

Posted on March 23, 2010 by John Hunter

Why do so many companies market one thing and provide something else? I know it might be easier to sell something different than what you offer your customer today. But if you decide to market one vision, why don’t you … Continue reading →

Posted in Customer focus, Management, Popular, quote, Respect, Systems thinking | Tagged Customer focus, customer service, John Hunter, management, marketing, Popular, quote, respect for people, Systems thinking | 6 Comments

Worse Hotel Service the More You Pay

Posted on January 2, 2010 by John Hunter

The more you pay for your hotel room the more likely they will charge to provide decent WiFi in your room. Whether a company tries to rip you off with exorbitant prices, or lousy service, is just a function of … Continue reading →

Posted in Customer focus, Deming, Lean thinking, Management | Tagged bad customer service, bad management, Customer focus, management | 4 Comments

Lean Inventories Do Not Excuse Failing to Deliver

Posted on November 20, 2009 by John Hunter

Low inventory levels do not mean failing to have products available for customers. Now, if you manufacturing in huge batches and can’t respond to customer feedback then it might mean failure to predict customer demand does mean failure to deliver. … Continue reading →

Posted in Customer focus, Lean thinking, Management, Manufacturing, Process improvement, Systems thinking | Tagged Customer focus, customer service, Economics, lean management, lean manufacturing, Lean thinking, Process improvement | 2 Comments

Credit Card Company Tries Providing Value

Posted on September 23, 2009 by John Hunter

Most credit card issues seem to use business models based on tricking customers into paying high fees. PartnersFirst is focusing on providing value to customers. A Different Kind of Credit-Card Company PartnersFirst is a different kind of credit-card company. Started … Continue reading →

Posted in Customer focus | Tagged bad customer service, Customer focus | Comments Off