After reading a book on Buckminster fuller I came across this video it’s a full hour, http://www.youtube.com/watch?v=DN_ODfUBGeY Lean Thinking Too many fascinating things to list, but an underlying principal of “doing more and more with less and less” for the benefit of man is fantastic, and it’s always great to change your frame of reference […]
When I started reading this book I had only just been introduced to the coined term Service Design. I was seeking to understand what was generally expected and what approach was generally taken in Service Design. To help me grasp the overall concepts and get an understanding of how other service designers approach their jobs, […]
i signed up to tumbler today, and after verifying my email address go this screen. I like it when i see simple customer service rules applied to software. thanks tumbler, its nice to be told “i’m great”.
This is a simple story that reveals some truths on how we react to change. As the story unfolds you can relate and see in others how they are playing out the story in their own reactions to change. This great thing about the story is that you could attempt to explain all the lessons […]
Checking out rea’s new widgets, looking good but not sure what the benefit is for me as q blogger loading them though. But they sure look purdy.
From the book The Simple Truths of Service, please enjoy a story by Mac Anderson called “Inspired by Johnny the Bagger®”: Barbara Glanz is a friend of mine who is a speaker and author. A few years ago, she spoke at a convention for a large grocery chain with over 3,000 people attending. Her talk […]
Front line employees need the information to improve the customer expereience one customer at a time. The old way of providing a procedure to a low skill front line employee and asking them to follow it, is over. Why? Because for a business to succeed today it needs to be remarkable, asking somebody to follow […]
Its great to hear the NPS is Next to the stock price on their intranet.
Its been a few months now using the net promoter score for my customer experience management, and the list of videos on the Satmetrix website really hit the nail on the head for what i’ve seen as being important factors in building customer loyalty. One of the video’s by Chris Askew from Lenovo really hit […]