Managing Customer Value
Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance. He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters. Bob will be working his Read More …
The OODA Loop was a focus of a discussion in a past Business901 Podcast with Dr. Terry Barnhart. It offered some practical applications using the OODA Loop in and outside of rapid deployment. Dr. Barnhart has published a book that mentions the OODA Loop in it. The book is Creating a Lean R&D System: Lean Principles and 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 …
John Goodman’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes John’s Customer Service expertise and puts it into a digital context. John 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 Read More …
Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement. We no longer build and hope that there is a demand. We must create demand through the services Read More …
Part 1 of 2 with John Goodman Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service is John Goodman new book and my guest this week on the podcast. John 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 Read More …