Customer relations is the company-wide process of nurturing positive relationships with your customers — the sum of all customer interactions and experiences.
Eliminate the Unessential, Streamline the Essential, & Invest in the Valued. An efficient experience is a win-win-win. It is a win for the customers when an efficient experience delights them. It is a win for the front-line employees, who are supported by competent processes and systems, and engage in more positive encounters with happy customers….
For every company, it’s a jungle out there… Every day, every moment, you are either the hunter or the hunted. The strong and the skilled survive while the weak get cut from the herd to be killed and eaten – or just fall back and left to die. And the pace gets quicker each and…
We started our discussion on Customer Focus last month with a general discussion about what it means to be ‘customer focused’, and how this term is overused and misunderstood in business. Everyone claims to be ‘customer focused’, yet customer loyalty is at its lowest point in years, complaints are higher than ever before, and almost…
Customer Focus – probably the most over-used, misunderstood phrase in business today. We hear it everywhere… every company is customer focused, every company prides itself on having the highest ratings in customer satisfaction. More than ever before, companies are spending millions on achieving higher customer ratings. And yet, Customers are ‘churning’ from one type of…
Something is seriously wrong… The healthcare industry as a whole in the United States is corrupt, dysfunctional, ineffective, and inefficient. And regardless of “party affiliation”, everyone appears to share this opinion. The only real disagreement (and a heated disagreement at that) is what should be done about it, and whether what has been done to…
Accepting the recession landscape has been extraordinarily painful. The recovery journey will have challenges that must be embraced to create a sustainable business in the new, post recession landscape. How do we establish new operational excellence framework in this unsettled landscape? For the foreseeable future, ERP and Operations Managers will journey through a dynamic business landscape that…
