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Category Archives: Customer focus
Trust Your Staff to Make Decisions
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
Southwest Not Delta or United
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
Aligning Marketing Vision and Management
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
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
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
Credit Card Company Tries Providing Value
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 on Credit Card Company Tries Providing Value
YouTube Uses Multivariate Experiment To Improve Sign-ups 15%
Google does a great job of using statistical and engineering principles to improve. It is amazing how slow we are to adopt new ideas but because we are it provides big advantages to companies like Google that use concepts like … Continue reading
Posted in Customer focus, Data, Design of Experiments, Google, IT, Management, Process improvement, Quality tools, quote, Science, Software Development, Statistics
Tagged curiouscat, Customer focus, Data, Design of Experiments, experiments, Google, Innovation, internet, management, Science, Software Development, Statistics
2 Comments
Akio Toyoda’s Message Shows Real Leadership
Speech by Akio Toyoda Since the birth of Toyota, the company’s philosophy has always been to “contribute to society.” … “Contributing to society” at Toyota means two things. First, it means, “to manufacture automobiles that meet the needs of society … Continue reading
Zappos and Amazon Sitting in a Tree…
Amazon is acquiring the unique company – Zappos: we have written about Zappos previously: Paying New Employees to Quit. Jeff Bezos uses the webcast above to talk to the employees of Zappos. Excellent job. The letter from Tony Hsieh, the … Continue reading
Posted in Creativity, Customer focus, Deming, Fun, Innovation, Investing, Management, Respect, Systems thinking
Tagged Amazon, Bezos, Customer focus, customer service, Innovation, Investing, long term thinking, respect for people
7 Comments
United Breaks Guitars
Unfortunately companies like United have created cultures where people take pride in doing their job poorly. And the continued long term customer hostility companies take shows no sign of letting up. My suggestion is to take Southwest or Jet Blue … Continue reading
Posted in Customer focus, Management, webcast
Tagged bad customer service, customer service, management, webcast
2 Comments
