Summer here in the Northern Hemisphere means vacation travel for many of us. Heather and I just returned from a very enjoyable two week road trip through New York State, New England, and Pennsylvania. With record breaking heat and humidity during the “dog days” of July, we often put up the roof in our little […]
Read post »Fourth in a four part series on The Three Rings of Perceived Value. Years ago author and speaker on organizational excellence, Tom Peters, declared, “we can no longer afford to merely satisfy the customer. To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.” […]
Read post »Third in a four part series on The Three Rings of Perceived Value. Today’s external customers or internal partners are looking beyond the core product or service (First Ring) to broader levels of support. The Second or Support Ring encircles a huge array of services and factors. Basically it includes anything an organization does to […]
Read post »Second in a four part series on The Three Rings of Perceived Value. The 18th century English potter, Josiah Wedgwood, once declared “a composition for cheapness and not excellence of workmanship is the most frequent and certain cause of the rapid decay and destruction of arts and manufacturers.” That’s as true today as when he […]
Read post »First in a four part series on The Three Rings of Perceived Value. Customer service and continuous quality improvement have always been important. As organizations struggle to grow revenues and reduce costs in our challenging economic times, service/quality is becoming even more critical. It’s where organizations thrive, survive, or nosedive. The June 30 blog post, […]
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