Why Smart Managers Master the Art of Listening Well
Being market-driven and customer-focused relies heavily on the ability to listen effectively to customers, and frontline employees.
Read article »Being market-driven and customer-focused relies heavily on the ability to listen effectively to customers, and frontline employees.
Read article »We have found that customer and partner focus can be boiled down to these three broad steps: Identify current customers and partners, prioritize expectations, and gap analysis.
Read article »Customer-focused organizations build internal communication processes around the valuable players that deal directly with the public.
Read article »We can't build a team or organization that's different from us. Successful team or organization leadership begins with successful self-leadership. The first step in improving my team or organization is improving me.
Read article »Improvement planning, process management, teams, skill development, and the like are either constrained or boosted by our organization's structure and support systems. If we are unhappy with the behavior of people on our team or in our organization, we need to take a closer look at the system and structure they're working in.
Read article »"Customer demands are getting harder and harder to meet. That's great because it's getting tougher for our competition to survive." — Comment from the CEO of a very successful company.
Read article »We need to manage the paradox of paying close attention to closing today's customer and partner performance gaps while we explore, search, and create tomorrow's new markets, customers, and partners.
Read article »Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success
Read article »Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.
Read article »Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success
Read article »Change direction from internal to customer focus, functional to horizontal management and management-centeredness to total involvement.
Read article »Promise a little and deliver a lot, and ensure expectations match your delivery capabilities. Service reputation keeps customers coming back.
Read article »A company's external customer service is only as strong as the company's internal leadership, and the culture of commitment that this leadership creates.
Read article »Through living in and empathizing with our customers' world, our innovation leaders focus the organization's development capabilities on solving problems or meeting needs that our customers may not realize could be done.
Read article »To make our teams or organizations into high performers, we need to "intensify" our service/quality levels. This can begin with management team exercises and comparing ratings from customers and/or internal partners.
Read article »Several considerations for an effective customer service program as part of your core strategy to serve customers well.
Read article »Several issues face declining service levels. Find 'what' rather than 'who' went wrong.
Read article »Technomanagers are leaders who focus first on technology and management systems, before focusing on their customers and internal/external partners. They must discover the key "servant leadership" principle — success comes through serving others.
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