Process improvement should be easy You just stop doing the things a customer wouldn’t be happy to pay for. Spend a day with some brown paper and post it notes and you will find a whole host of ways to improve your processes. So why is it so hard? Because people don’t believe that their processes are […]
Less is More
All children are artists They can pick up a pen or a crayon and create. Before you know it they have drawn something beautiful, a flower or a house or a friend. Simple, clear and elegant. Unfortunately they just don’t know when to stop. The colouring in starts, red felt tips, green pencils, blue crayons, […]
W.A.I.T.
In his book To Sell is Human Dan Pink puts forward a simple idea. Whatever your walk of life you sell things: My wife sells doing the dishes to me I am selling ideas to you You sell projects to sponsors Every day we try to coax, cajole and convince people to do something for us. […]
Six Musts if You Use Voice Response…
It is a bit of a touchy subject Should you use a: Voice Response Unit VRU, Interactive Voice Response IVR, one of those damn electronic things (call it what you will) to answer your customer’s calls? The naysayers will have you believe they damage “moments of truth” and ruin the “customer experience”. The fans will tell you they are hugely […]
Simple is the New Clever
Management is about clarity But clarity is a rare gift… Most of us like to be more strategic in our communication… We love to look serious and feel clever… Nobody likes to sound simple We must penetrate the customer base vertically and horizontally If we reallocate our assets we can achieve synergy and benefit from […]
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