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Dead Connection

4 April, 2011 by James Lawther 1 Comment

A lady in America lost her father to cancer. His old telephone supplier are chasing her for the £300 he owes them (since he died), despite the fact that she has no legal obligation to pay. She is, understandably,  a tad upset. Innovative things that they could have done instead: Apologised profusely and cancelled the […]

Filed Under: Blog, Process Improvement Tagged With: cost of poor quality, customer focus, information technology, innovation, service design, service improvement

Salty Coffee

31 March, 2011 by James Lawther Leave a Comment

I worked for a coffee shop. It was great, we only had one problem; occasionally there was a bit of a mix up at the serving hatch. The salt and sugar were in similar containers. Sometimes we put a pinch or two of salt in our customer’s coffee, not very often, and then just a […]

Filed Under: Blog, Process Improvement Tagged With: capability, continuous improvement, customer focus, poor service, service improvement

Why did Amazon Create the Kindle?

16 September, 2010 by James Lawther Leave a Comment

Kindle

I have wondered why Amazon push the Kindle, after all they are a book seller, not a technology manufacturer.  Then the penny dropped. Amazon want to be “the most consumer centric organisation in the world“. Historically if I wanted a book, I had to go to a book store and order it, and (if it […]

Filed Under: Blog, Process Improvement Tagged With: Amazon, continuous improvement, customer focus, information technology, innovation, purpose

Five Steps to Untold Wealth, What is Stopping You?

6 September, 2010 by James Lawther Leave a Comment

All commerce runs on the same principle, the exchange of value: You give customers what they want Customers give you money For the bit “giving customers what they want” Service Untitled have published a simple 5 point plan: Identify who your customers are. Find out what they want. Design sales and service processes around these […]

Filed Under: Blog, Employee Engagement Tagged With: continuous improvement, customer focus, exchange of value, political will, silo management, training

Service, the Devil is in the Detail

3 September, 2010 by James Lawther Leave a Comment

The Pareto principle or 80:20 law tells us to focus on the big things, the key levers that make the most difference.  Don’t sweat the small stuff. But according to Seth Godin, being really slick then it is all about the small stuff, the way the food is presented on the plate or the way […]

Filed Under: Blog, Employee Engagement Tagged With: continuous improvement, customer focus, pareto principle

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