The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have often prepared over months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes. …
Survey data should be analysed with different tools at the same time in order to find the most appropriate method to show “patterns in data” that lead to conclusions. The Kano analysis or the Jaccard index offer additional insights into survey data.
Remember: Attaining the data is expensive, analysing them is cheap.…
Waiting for the next “great innovative product idea” may never get you one step closer to a higher level of customer satisfaction, more revenue and consistent business growth. Instilling an innovative mind-set facilitated by some simple creativity tools that are supported by empowerment does. Innovate – every day.…
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM or Lean Six Sigma training and related project work. There are two main categories for VOC data, reactive and proactive.…
The Moment of Truth is the short time frame when a customer experiences the product or service that many people have prepared often over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes. Good process managers know this and put their focus on the Moment of Truth.
Developing a compelling vision and mission statement as well as a sound strategy is vital for any organisation. Equally important is the translation of the strategy, the strategy deployment, into…
Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive way: Listening. The old Chinese already knew that by listening you open your ears (not the mouth), you treat the speaker as a king, focus wholeheartedly with 100% attention.…
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world and after carefully mapping out process steps they come up with an improved flow that drastically reduces the processing time for branch customers. It surely looks like a nice success story. However, they get devastating feedback from the customers whilst piloting the solution in five branches. Why? …
Every year around December, he gets very busy. He plans for the big event and he wants to make sure everything works out to the expectations of his customers. He prepares gifts; most of them are not expensive in value. However, they are precious because of the warm thoughts and lovely considerations put in. Everyone knows him by his good deeds, only a few have seen him. He is hardly recognised and never awarded for his contributions although he adds value in multiple ways and touches countless lives. Knowing that he helps many and supports those who need his aid is enough award for his selfless work.…
A typical Friday evening starts with a family dinner in a nice atmosphere. This time we decide to visit one of our favourite restaurants for a light dinner with Sushi. Upon arrival we are amazed.
Usually, this place is packed on a Friday evening. Today, more than half of the seats are empty. Therefore, going in and taking a seat at the conveyor belt is very easy. Before the waitress has a chance to approach us we have taken some plates with Sushi already. …
Everyone, undoubtedly, has had the unenviable honour of experiencing ‘bureaucratic government processes.’ Be it applying for your first ID or passport, to initially obtaining a driving license and the inevitable dealings with the tax man.
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Globalisation and instant access to information, products and services continue to change the way our customers conduct business.
Today’s competitive environment leaves no room for error. We must delight our customers and relentlessly look for new ways to exceed their expectations. This is why Six Sigma Quality has become a part of our culture. Jack Welch, GE…
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