What Does Your Customer Need? “Your customer doesn’t want a drill. He wants a hole.” You have no doubt heard that one before. Working through customer requirements is difficult, particularly when customers don’t know what they want. Do Customers Want Cameras? I found a story in an old 1990s textbook (The Leader’s Handbook). It goes […]
The Problem with NPS (Or do I Look Fat in This?)
I am 45. They say that when middle-age is upon us our broad minds and narrow waists swap sizes. It is happening to me, (certainly around my waist, and as I no longer enjoy finding strangers in my kitchen first thing in the morning, probably my mind as well). I need to lose some weight […]
Should you Standardise?
There is a line of thought that says standardise your processes. After all without standardisation you just have anarchy. But every customer is different There is another line of thought that every customer is different: So no customer wants a standard outcome. If you insist in giving cookie-cutter service all you will do is create […]
Do You Design Against Demand?
Here is a very simple 2 step improvement idea for you: Understand the customer demands that are placed on your organisation Design your infrastructure and processes to meet those demands. Or, to put it a little less managerially, find out why your customers call you, then work out the best way to give them what […]
Is Less Really More?
My 9-year-old daughter is lovely… Most of the time… But if you really want to see her wind me up, come with us to order a pizza. She will not make a decision. How hard can it be? Hawaiian, or Mighty Meaty, or Volcano Supreme? It isn’t as if she even likes the spicy ones. […]