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Tag Archives: customer service
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
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
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
Comments Off on Add Constraints to Processes Carefully
Good Startup Ideas from Startup Weekend JB (Malaysia)
I like all these startup ideas from Startup Weekend JB (Malaysia). I can’t figure out how to comment on their blog (I am guessing Tumbler just eliminates commenting?), so I started this post – and ended up adding much more … Continue reading
Posted in Customer focus, Innovation, IT
Tagged Asia, business, Customer focus, customer service, Innovation, IT, management, Software Development, startup
1 Comment
Don’t Ignore Customer Complaints
I find Paul Graham’s ideas very useful. I disagree with his recent tweet though. Update: See note at bottom of the post – Paul tweeted that his original tweet was wrong. Base your assessment of the merit of an idea … Continue reading
Out of Touch Executives Damage Companies: Go to the Gemba
When your customer service organization is universally recognized as horrible adding sales requirements to customer service representatives jobs is a really bad practice. Sadly it isn’t at all surprising to learn of management doing just that at our largest companies. … Continue reading
Posted in Customer focus, Data, Management, Psychology, Systems thinking
Tagged bad management, business, commentary, curiouscat, Customer focus, customer service, Economics, executives, gemba, Google, government, internet, leadership, management, Psychology, regulation, respect for people, sales, targets
Comments Off on Out of Touch Executives Damage Companies: Go to the Gemba
Quality Processes in Unexpected Places
This month Paul Borawski asked ASQ’s Influential Voices to explore the use of quality tools in unexpected places. The most surprising example of this practice that I recall is the Madison, Wisconsin police department surveying those they arrested to get … Continue reading
Posted in Creativity, Customer focus, Data, Innovation, Management, Process improvement, Public Sector, Respect
Tagged ASQ Influential Voices, Creativity, Customer focus, customer service, leadership, Lean thinking, Madison, Process improvement, Public Sector, respect for people, Systems thinking
5 Comments
Customers
Customer focus is critical to succeed with management improvement efforts. Few argue with that point, though my experience as a customer provides plenty of examples of poor systems performance on providing customer value (usability, managing the value stream well, etc.). … Continue reading
Posted in Customer focus, Deming, Management
Tagged curiouscat, Customer focus, customer service, Deming, gemba, Innovation, management, quote, Systems thinking, value stream
11 Comments
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 →