Category Archives: Customer focus

It Just Works

Does Your Product Or Service “Just Work”? By Jim Kukral That’s it. It’s the highest compliment you can get. “It just works” is a very powerful phrase in this day and age There is truth to that statement. I think … Continue reading

Posted in Customer focus, Management, Quality tools | 2 Comments

Good Customer Focus Idea for Banks

Why Your Bank Needs a Free Coin-Counting Machine But this overall strategy also included a Trojan horse, and that Trojan horse was the bank’s Penny Arcade. If you walk into most Commerce branches, you’ll see a machine or two that … Continue reading

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Change for Your Customer

Lets say you buy a some ice cream. You get your wonderful ice cream cone from the employee and they point you to a small metal dish to pick up the coins you should recieve as change (the currency is … Continue reading

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Tesco in the USA

Tesco is opening Fresh and Easy stores in the USA: starting with Los Angeles, San Diego, Phoenix and Las Vegas. Tesco is the third largest retailer in the world and well known for using lean management methods. I added Tesco … Continue reading

Posted in Creativity, Customer focus, Lean thinking, Management, Respect, Systems thinking | 1 Comment

Google Video Customer Service

Google Video sold digital videos that were controlled by Digital Rights Management DRM (so the purchaser didn’t buy something they bought the right to view the digital media according to a set of constraints. I, and many others find these … Continue reading

Posted in Customer focus, Google, IT, Management | 1 Comment

More Bad Customer Service Examples :-(

It is sad to see so many examples of bad customer service. I wish enough companies would adopt management improvement principles so that at least I could avoid dealing with the others altogether. Here are 2 more bad examples from … Continue reading

Posted in Customer focus, Lean thinking, Management, Public Sector | 2 Comments

Providing Customer Service – Web Hosting

Web Hosting how to: Save your server and customer when digg/reddit/slashdot effect hits his/her website One of your customers gets lucky – a huge burst of traffic hits his website. If you don’t do something quickly, your server will go … Continue reading

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iPhone + AT&T = Yikes

What a surprise – lousy customer service from a cell phone company. What a shame that it is no surprise at all. Don’t they have tons of MBAs with 6 figure salaries? They do have a CEO paid over $31 … Continue reading

Posted in Customer focus, Management, Systems thinking | 2 Comments

Dell Providing Computers Without Bloatware

The Art Of Listening: Dell Converts Customer Requests Into Exclusive Vostro Brand For Small Business Dell today extended its commitment to customers with a new brand of notebook and desktop computers designed for small businesses. The Vostro branded products feature … Continue reading

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Good Customer Service Example

IRA Toyota – Milford; Great Service [the broken link was removed] I was pleasantly surprised to find a “Service wizard” available. You create an account, specify the standard details about the car (make, model, year, mileage). If you add the … Continue reading

Posted in Creativity, Customer focus, IT, Management, Quality tools, Systems thinking | Tagged , , | 1 Comment