Customer effort There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization. Whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score. If […]
Rule 15: Remove the Waste
Improving the work is easy All you have to do is take out all the waste. If you could take out all the waste then the workplace would be perfect. But what is waste? If you don’t know then you could try reading this, or maybe these. Experience is the best teacher I have a game […]
Trust and Paperwork
Imagine you make bicycles for a living You have a supplier who provides you with all the bike chains you use. Every week, without fail you get a shipment of chains into your factory and every month you pay for them. How do you pay for your chains? Method 1. The three-way match: Employ somebody to match up: […]
The “Can’t Fail” Way to Success
Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one. They told him it would take a working week to get it to him, but then delivered it in 2 days. Banks are not known for their customer service. They usually promise little […]
Slow and Steady Wins the Race
This is a guest post by Antonio Ferraro Everybody wants quick wins and big results Most people want to make quick and easy changes that yield big results. Who doesn’t want something quicker, easier, and cheaper? We are no longer satisfied with mediocre results. Not that long ago we were content with dial-up internet. Dial-up […]
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