Just how much does satisfying today’s customer reduce the cost of acquiring tomorrow’s? That’s the question headlining a recent article in Harvard Business Review. We know that satisfied customers lead to higher revenues. But how to quantify that to show senior executives the value of building a customer-centered culture? We assume that happy customers reduce […]
Read post »There’s lots of talk about building agile organizations. For good reason. The world’s moving way too fast for traditional approaches. They’re too rigid. Organizations that will survive — even thrive — in these disruptive times are fast and flexible. Agile approaches began a few decades ago with software development. According to the Agile Alliance, “One […]
Read post »Many attempts to improve customer service are variations of “the operation was a success but the patient died.” Customer service improvements and measurements often focus on a narrow set of customer interactions or a few steps in the service process. What’s missing is understanding and improving the customer’s entire experience. “The Truth About Customer Experience” […]
Read post »Most organizations we’re working with today have declared a set of values. Posters, slides, banners, screen savers, newsletters, flyers, and framed parchments proclaim what the organization stands for. Many of these values statements assert a commitment to excellence, respect and integrity, customer focus, teamwork and collaboration, service/quality, responsiveness and the like. This is an important […]
Read post »The CLEMMER Group has been purchasing our computer equipment from Dell since we began in 1994. We like their technology, customizing equipment to our needs, value, and next day onsite service. That may change. I just got off the phone from a painful hour of experiencing Dell’s inward focused bureaucracy as Gary, our IT support […]
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