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Category Archives: Customer focus
The Impact of Leadership on Business Outcomes
Guest post by Joe Folkman Have you ever been part of an organization where things were proceeding smoothly, where goals were achieved, people were busy and the organization was doing well? Then, a new leader came and everything suddenly changed … Continue reading
Posted in Customer focus, Psychology
Tagged customer service, guest post, leadership, Psychology
6 Comments
Rude Behavior Costs Companies
Approximately one-third of consumers surveyed reported they’re treated rudely by an employee on an average of once a month and that these and other episodes of uncivil worker behavior make them less likely to patronize those businesses. Customers rarely report … Continue reading
Posted in Competition, Customer focus, Psychology, Respect
Tagged bad service, Customer focus, customer service, management research, Psychology, respect for people
6 Comments
Steve Jobs Discussing Customer Focus at NeXT
Video from 1991 when Steve Jobs was at NeXT. Even with the customer focus however, NeXT failed. But this does show the difficulty in how to truly apply customer focus. You have to be creative. You have examine data. You … Continue reading
Posted in Customer focus, Data, IT, Software Development
Tagged Customer focus, Data, engineering, IT, management, management webcast, marketing, Software Development
Comments Off on Steve Jobs Discussing Customer Focus at NeXT
When Companies Can Treat You Like an ATM, Many Will Do So
The End of Refrigeration One small custom chip, some relays, a transformer, a couple of heat sinks, and a bunch of passive parts. Maybe a build cost of $20-30 or so? But GE’s price to me was $250, plus $150 … Continue reading
Sometimes Micro-managing Works
Sometimes micro-managing works. That doesn’t mean it is a good strategy to replicate. If you benchmark Apple you might decide that you should have a tyrannical obsessive involved CEO who is directly involved in every detail of products and services. … Continue reading
Posted in Creativity, Customer focus, Innovation, Management
Tagged Apple, Creativity, Customer focus, Investing, leadership, management, stockholders
5 Comments
Innovation in Thinking and the Web
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 on Innovation in Thinking and the Web
Customer Focus and Internet Travel Search
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
Technical Non-Support
A bit of fun from Dilbert. I have had the exact experience Dilbert does of tech support refusing to think about the actual symptoms of the problem and insisting on following some script and wasting my time – repeatedly. The … Continue reading
Posted in Customer focus, Fun, webcast
Tagged bad customer service, Fun, meetings, webcast
2 Comments
Delighting Customers
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
Airport Security with Lean Management Principles
The ‘Israelification’ of airports: High security, little bother We [Israel] said, ‘We’re not going to do this. You’re going to find a way that will take care of security without touching the efficiency of the airport.” … “The whole time, … Continue reading →