Managing Customer Value
A lot of us will procrastinate writing a marketing plan and for good reason. Planning is painful. If done correctly, it forces us to face current reality. Adding insult to injury, it forces us to face future reality. It is simply a disheartening process for most. I wrote an outline on what I think a Read More …
Prior to his early retirement, Brian Joiner was Chairman and co-owner of Joiner Associates, a nationally recognized management consulting firm. Prior to Joiner Associates, Brian was a UW professor. He is the author of Fourth Generation Management and co-author with Peter Scholtes of The Team Handbook, published by Joiner Associates and one of the best-selling Read More …
This is the last in series of interviews that I had with Bob Petruska of Sustain Lean Consulting. We have covered subjects from Trystoming to Value Stream Mapping. A complete list: Production Improvement: Crank it up and Go Faster Training 201: Training other People? TryStorming instead of BrainStorming? The Original Pizza Game at AME Jacksonville Read More …
John Goodman has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes Read More …
This ASQ 2013 Service Conference provides how-to’s, step-by-step advice, and the latest in service delivery methods and networking opportunities. Speakers will engage you on topics to help organizations improve customer service, reduce costs, and build both customer loyalty and satisfaction. Join us in Las Vegas for two days of networking and discovery. 22nd Annual Service Read More …
The ASQ Charlotte Section Annual Conference 2013, Quality Conference of the Carolinas will focus on Leadership Development with three different tracks. As an anchor sponsor, Jeremy Bowen of Snyder’s-Lance will kick off the conference with a talk on Intentional Leadership. Afterwards, attendees will have the opportunity to choose between three different tracks; Problem Solving Leadership, Read More …