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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Managers keep searching for the sure-fire change and improvement path. But following the trendy and popular routes often lead them over a cliff or into dead-end canyons. Cutting through the buzzwords and theories, comes Pathways to Performance — a guide to help you, your team, and your organization blaze your own successful way to high performance.
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A large — and growing — number of executives and managers now recognize that the quality of their future depends primarily upon the quality of the products and services their organization delivers. Producing consistently high service/quality demands a radical new closeness to customers and a level of employee/management, trust and partnership unlike anything most North American organizations have ever experienced.
View book/ebook/CD »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 »June’s issue of The Leader Letter was published last week with a series of my May blogs on customer service (the opening story on Where’s Your Culture on the Customer-Cattle Continuum?, “Want to Improve Customer Service? Treat Your Employees Better“, “American Express Boosts Customer Service with Transformed Leadership and Culture“, and “Delightful Dell Service Shows […]
Read post »Sometimes it feels like our technology picks the toughest time to test us! I was on the Calgary leg of a road trip to Regina, Calgary, Seattle, and Anchorage a few weeks ago when my computer failed to boot up as I arrived at my hotel room that night. I live on this thing. I […]
Read post »Just after writing my last blog on improving customer service by treating your employees better I came across an interview on Jim Bush, EVP of World Service, at American Express. The new leadership approach Jim describes Amex has used since he took charge of this role in 2005 provides powerful data and examples of how […]
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