Managing Customer Value
Besides having a clear brand promise we need a clear process for staff to be able to engage effectively with customers. Processes and Standards enables your staff to make decisions. It enables flexibility and/or agility in handling customers. I ask John Goodman the Vice Chairman of Customer Care Measurement and Consulting, if he thought this Read More …
John Hunter has been writing about management online since 1995. He has shared ideas on management via his blog, Curious Cat Management Improvement Blog, since 2005 and recently as the new author of the Dr. Deming blog hosted by the W.Edwards Deming Institute. In John’s new book, Management Matters: Building Enterprise Capability, he looks at Read More …
Language matters to identify who “the customers” really are and uncover what they want. You’ve had years of math training, probably none in linguistics. This clip shows how simple it can be to close the gap in asking the right questions of the right customers and getting clear answers you can act on. For more Read More …
John Hunter has been writing about management online since 1995. He has shared ideas on management via his blog, Curious Cat Management Improvement Blog, since 2005 and recently as the new author of the Dr. Deming blog hosted by the W.Edwards Deming Institute. In John’s new book, Management Matters: Building Enterprise Capability, he looks at Read More …