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Category Archives: Customer focus
Design Your Organization to Serve Customers Well
Quality is a Journey to Excellence is a 2 day management seminar that Bill Hunter (my father) recorded in 1985 in Green Bay, Wisconsin. The embedded clip shows the second section of a the seminar discussing customers and how to … Continue reading
Posted in Customer focus, Deming, Management, webcast
Tagged Bill Hunter, Customer focus, Deming, management, productivity, quality, webcast
2 Comments
Learning from Customers
Don’t make it hard for customers to be heard. Provide training and tools to employees to document customers voices. Train employees to learn as much as possible from customers. Value the time employees spend listening to customers and learning from … Continue reading
Posted in Customer focus, Management
Tagged critical thinking, culture, Customer focus, customer service, Data, feedback, learning
1 Comment
Quality of the Entire Customer Experience
There is a difference in the way many organizations are managed today and managing with an understanding of your organization as a system aligned toward customer focused continual improvement. The ability to create great customer experiences is much easier with a management system based on customer focused continual improvement principles than one without. Continue reading
Posted in Customer focus, Management, Psychology
Tagged ASQ Influential Voices, Customer focus, management, Psychology, Quality tools, respect for people, Systems thinking, usability
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Looking in the Mirror at Customer Focus
Most organizations say they are focused on meeting and exceeding customer needs. But, as a customer, this often isn’t what I experience. Delighting customers is critical to long term business success. Satisfied customers will remain your customers until they see … Continue reading
Posted in Customer focus, Innovation, Management, Systems thinking
Tagged culture, Customer focus, customer service, Innovation, Japan, management, strategy
1 Comment
Cater to Customers Desires to Achieve Customer Delight
Customer delight requires understanding your customers needs and desires. Often even your customers don’t understand these well. Businesses that have a deep appreciation for what their customers, and potential customers, desire and that create systems to deliver solutions that delight … Continue reading
Continually Improving Using a Focus on Delighting Customers
ASQ asked the ASQ influential voices to respond to this question: What is the best way to ensure quality and customer integration grow together? When I first got involved in the quality field that name (quality) seemed to vague for … Continue reading
Add Constraints to Processes Carefully
Take great care in adding constraints to processes to avoid doing so needlessly. Online you will frequently find forms that have required fields that needn’t be. Certainly if you were designing with focus on what is best for customers those … Continue reading
Posted in Customer focus, IT, Software Development
Tagged bad customer service, Customer focus, customer service, IT, mistake-proofing, process thinking, tips, usability
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Unintended Consequences
Using data to understand your processes and improve them is very useful. But using data often results in unintended consequences. If you don’t have a good understanding on the pressures collecting data will bring to bear on the system you … Continue reading
Posted in Customer focus, Management, Process improvement, Systems thinking
Tagged airlines, Customer focus, Data, Systems thinking
1 Comment
Functional Websites are Normally Far Superior to Apps
An email to I just sent to Uber I understand the regular Uber app not having a functional website. Uber Eats not having a functional website is super lame. It strikes me similar to Walmart 15 years ago telling people … Continue reading
Posted in Customer focus, Innovation, IT, Software Development
Tagged commentary, Customer focus, Innovation, internet, IT, Software Development
1 Comment
Support Theatre
Support theatre provides the appearance of supporting customers when in fact it is just treating customers poorly based on a management system that disrespects customers. It is a similar idea to security theatre that has become so popular for government … Continue reading →