What if your customers or potential customers could see or hear every interaction you had with each and every customer? Thanks to social media, today they can. 215 more words
Tags » Voice Of The Customer
Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. 927 more words
Variability in customer experience scores is common and normal. Be it a survey of customers, mystery shops, social listening or other customer experience measurement, a certain amount of random variation in the data is normal. 398 more words
11. Part A. Eliminate numerical quotas for the workforce.
I find this probably the most confused part of Deming’s thinking. Carefully reading Out of the Crisis (at pp70-75) Deming’s attack is not on standardised work, that is advocated as central to his message, but against specifications for the volume of work: calls answered per hour, finished parts per day. 906 more words