Customers AREN’T Equal; Why Treat Them Like They Are??
Not all the customers treat your business equally; therefore you need to focus on listening to voice of those customers that are the most valuable for your business.
What Taylor Swift Doesn’t Know She Knows About Customer Experience
Taylor Swift is likely not your first choice customer experience guru. However, that doesn’t mean she can’t teach you a thing or two.
A Holistic View of Product Quality
While managing quality within the four walls of your own operation is all well and good and totally necessary, both the market and your bottom line are demanding a more holistic, quality lifecycle approach…
Three Effective Ways to Create a Cynical Culture
In organizations, cynicism arises amid negligence, and it only takes one cynical employee to ensure cynicism will spread into the hearts and minds of everyone else. Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. Nor does it require consensus and acceptance by all. All it takes are a few woeful leaders…
A Higher Level of Customer Relationship Management: Building Closer Customer Relationships
Most businesses recognize the importance of creating a quality experience for customers doing business with them. The thing that many business owners overlook is how their internal workflows and information management systems serve to either support or impede the delivery of a well-rounded positive customer experience. Growing businesses must adjust their processes and improve their…
Share the Love at Work with Performance Management
Ahh, Valentine’s Day looms ever closer, and love is in the air. Whether you’ve been in a relationship for 2 weeks or 60 years, it’s a time when we focus on our relationship, and celebrate what’s great about it. Regardless of your views on Valentine’s Day itself (is it romantic or an over-commercialised gimmick to…
It’s the Customer, Stupid
EPM Channel recently interviewed Janne Ohtonen about focusing on the customer when doing process improvement. Janne Ohtonen is a Business Process and Customer Experience Management trainer, consultant, speaker, expert & coach with over ten years of international experience.
Find out his thoughts on customer experience, tolerating failure (!), the importance of goals and metrics.
Outside-In Perspective on Organizational Culture
Make the customer everyone’s business. The Customer is the very reason for an organization to exist. There is no need for Lean process management without customers, because there would not be any processes to manage, right? So, make customer everyone’s business, because if their wage is paid by the customer, they should think how what they do contributes to successful customer outcomes that organization should be producing. Getting rid of useless processes is more effective than tweaking them.
Deep Flows the River Between Social and Business
It’s been quite a while since the world has been gripped by the Social Media fever . However, as is the case with any new concept that catches the masses by their eyeballs and wallets, social media too has turned into a big Gold Rush with many following suit. Suddenly, plenty of creative designers, copywriters, and account managers have now turned into peer-recognized and self-proclaimed social media specialists.
Yet, like every time the dust rises, it also has to settle down. When it does settle down, are we going to see despair as we did with the Dot Com bust in the 1990s? For everyone’s sake, I hope not, but, somewhere deep inside I sense a repeat of history.