Archives

How many customer surveys has your company conducted since you’ve been working at your current employer? Some of you may answer 1,263 – roughly speaking – and others may answer zero. The results could be many data points, many responses, many comments and analysis and findings and conclusions…or zero. To make surveys worth conducting, worth […]

I was in a meeting recently with a client, and we were discussing continuous improvement. Although continuous improvement in most organizations revolves around identifying and fixing issues that are keeping you from being productive, effective, or great at customer service, this organization takes a slightly broader approach. Along with addressing issues that need to be […]

Bill called tech support to ask about an issue with one of the company websites. After he gave the representative a brief description of the issue, the representative immediately and enthusiastically said “I can DEFINITELY help you with that!” After ten minutes on the phone, it became obvious that the representative couldn’t help and that […]