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Tagged with 'customer focus'

Focus on Overall Customer Experience

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” […]

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Is Your Culture Anchored in Strengths or Weaknesses?

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 […]

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Our Dell Dance to the ‘Bureaucratic Boogie’ Highlights a Common Service Breakdown

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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