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In the topic 'Customer Service'


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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.

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Three Basic Steps to Focus on Customers and Partners

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.

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The View from the Front Line

Customer-focused organizations build internal communication processes around the valuable players that deal directly with the public.

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That Empower Word Again

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.

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Organization Structure Limits or Liberates High Performance

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.

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More is Said Than Done About Improving Customer Service

"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.

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Innovation Means Looking Beyond What Is to What Could Be

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.

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Innovation and Organizational Learning Pathways and Pitfalls (Part 3)

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success

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Innovation and Organizational Learning Pathways and Pitfalls (Part 2)

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.

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Innovation and Organizational Learning Pathways and Pitfalls (Part 1)

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success

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Getting it Together: Integrating Customer Focus

Change direction from internal to customer focus, functional to horizontal management and management-centeredness to total involvement.

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Don’t Promise Too Much

Promise a little and deliver a lot, and ensure expectations match your delivery capabilities. Service reputation keeps customers coming back.

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Customer Satisfaction is a Reflection of Employee Satisfaction

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.

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Customer Intimacy and Empathy are Keys to Innovation

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.

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Casual, Moderate, and Intense Levels of Customer/Partner Focus

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.

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Blocks to Customer Focus

Several considerations for an effective customer service program as part of your core strategy to serve customers well.

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Blame Management for Poor Service

Several issues face declining service levels. Find 'what' rather than 'who' went wrong.

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A Customer Culture is Built on a Service Ethic

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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