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Tag Archives: customer service
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
Management By IT Crowd Bosses
The IT Crowd is a great BBC show on an IT support office in a large organization. The IT staff are knowledgeable and tired of dealing with foolish users of IT. And you wouldn’t want to watch for any customer … Continue reading
Posted in IT, Management, Psychology, Respect
Tagged customer service, internet, IT, management, motivation, respect for people
3 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
Computer Network Operations Center Failures
Obviously many businesses are now dependent on computer Network Operations Centers (NOC). Some of these data centers can cause millions of dollars in lost sales each minute if they fail. So sound engineering, including off-site redundancy is critical. Authorize.net is … Continue reading
Posted in Customer focus, Economics, IT, Management, Systems thinking
Tagged customer service, engineering, IT, Systems thinking
Comments Off on Computer Network Operations Center Failures
Creating Customers For Life
Shopping at Trader Joe’s is odd. The workers actually seem like they like that they have customers. Continue reading
Posted in Economics, Management Articles, Popular, Respect
Tagged customer service, Psychology
Comments Off on Creating Customers For Life
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
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
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 cars, customer service, lean manufacturing
1 Comment
Innovation Thinking with Christensen
In my opinion Clayton Christensen offers truly insightful ideas on innovation and management. He presents the rare management advice that is not only good but also new – an incredibly rare combination. The current issue of Business Week includes an … Continue reading
Posted in Customer focus, Deming, Innovation, Management, Management Articles
Tagged Creativity, Customer focus, customer service, Deming, Innovation
3 Comments
Seven Steps to Remarkable Customer Service
Once again Joel Spolsky spins a great post with, Seven steps to remarkable customer service. Read it. It’s crucial that tech support have access to the development team. This means that you can’t outsource tech support: they have to be … Continue reading
Posted in Customer focus, Deming, IT, Management, Process improvement, Systems thinking
Tagged customer service, Deming, Software Development
2 Comments
