In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]
How to Count
Apologies Before I start, I apologise for this post: For those of you of a six sigma nature I apologise, you might find this a bit Janet and John. For those of you of a non six sigma nature, I apologise for your six sigma brethren. They really ought to have told you this, it is quite important. In God we […]
T.C. Analysis
The Big Sell Possibly the most important process improvement tool of our age, T.C. Analysis allows you to: Capture process defects in the moment Identify critical improvement opportunities Perform simultaneous analyses of cause and effect Observe worker / manager interactions Capture customer feedback Undertake instantaneous trials Rapidly develop alternatives to test mechanisms that are sub-optimal Develop […]
Confidence or Competence, Which Came First?
My 9-year-old daughter was in floods of tears. It was a beautiful clear morning, the temperature was rising, she was going to spend the day at Summer School with her friends, nothing to do but lark about and have fun, yet she stood there looking like the proverbial wet weekend. Being the sensitive type I […]
Shit Happens
It’s not nice, but it is a fact of life, a certainty. Things go wrong, events conspire against you, milk gets spilt, shit happens. Maybe you can mitigate it, but you certainly can’t avoid it. It will get you in the end. How are you going to deal with it? Option A: Cry Play the […]
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