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Category Archives: Customer focus
Paying New Employees to Quit
[the video is no longer available] Training new employees and then paying them to quit, sounds pretty bizarre; Zappos is not afraid of doing things differently. Why Zappos Pays New Employees to Quit – And You Should Too [Harvard broke … Continue reading
Posted in Creativity, Customer focus, Innovation, Management, Respect, webcast
Tagged customer service, respect for people
5 Comments
Why is Customer Service So Bad?
Why is it? I really don’t know. It drives me crazy though – having to put up with horrible service again and again. Is it possible that only a few people actually care about service? I know I care about … Continue reading
Find Joy and Success in Business
David Heinemeier Hansson Talk [the broken link has been removed] at Startup School 2008 (Paul Graham‘s Y-combinator school). It is helpful to appreciate the importance of some simple ideas. Working on web focused businesses people often get carried away with … Continue reading
Posted in Customer focus, Deming, Fun, Innovation, IT, Management, Psychology, Respect, Software Development
Tagged Customer focus, Software Development, startup, webcasts
3 Comments
Confusing Customer Focus
Misuse of the “Customer” Concept “We are told that the airlines are our customers,” FAA inspector Charlambe “Bobby” Boutris said. “But we have a more important customer, the taxpayers” who want government to ensure a safe aviation system. That’s crazy. … Continue reading
Posted in Customer focus, Management, Public Sector
Tagged airlines, customer service, government, management
4 Comments
Packaging Improvement
McDonald’s Branding Makes Food Tastier for Tots Researchers at Stanford University have found that children tend to rate food that is wrapped up in McDonald’s-branded paper as tasting better than the same food wrapped in plain paper — a finding … Continue reading
Posted in Creativity, Customer focus, Management, Psychology, Science
Tagged marketing, Psychology
4 Comments
Pleasing Customers
Why is 37signals so arrogant? by Don Norman The Brash Boys at 37signals Will Tell You: Keep it Simple, Stupid. Brash is an understatement. I was quoted in the article because of my article arguing that simplicity is highly overrated: … Continue reading
Toyota’s Commitment
From Toyota’s blog, Living Up to Our Commitment We’ve received reports that on a small number of model-year 1995 to 2000 Tacomas, excessive corrosion of the frame has caused perforation of the metal. The reason for this, it appears, is … Continue reading
Posted in Customer focus, Management, Toyota Production System (TPS)
Tagged blogs, cars, Customer focus, Deming, management, Toyota, Toyota Production System (TPS)
4 Comments
Customers Get Dissed and Tell
There are those rare companies where interacting with them is not a dreaded experience: Trader Joe’s, Southwest Airlines, Ritz Carlton, Crutchfield, Cannon, Groovix. There are not many. And even just providing something that just works is seen as a treat. … Continue reading
Posted in Customer focus, Deming, Management, Psychology
Tagged bad service, blogs, Customer focus, Deming, inspection, internet, overpaid executives, Psychology, Systems thinking
7 Comments
User Happiness with Search Engines
Awhile back I wrote about why I didn’t think the American Customer Satisfaction Index claim that Yahoo beat Google for customer satisfaction was evidence of a broken indicator. Well here is another indicator, but this time it puts Google clearly … Continue reading
Posted in Customer focus, Google, Management
Comments Off on User Happiness with Search Engines
Poor Service from Amazon
I like using Amazon, most of the time. But their decision to erect barriers for communication I find extremely annoying. Any time anything goes wrong you might as well be dealing with some organization in the middle of nowhere without … Continue reading
Posted in Creativity, Customer focus, Management, Process improvement
6 Comments