Clik here to view.
Customer Culture as Differentiator
Yesterday, I wrote about companies that have created the position of Chief Customer Officer to bring the Voice of the Customer to the senior leadership team. Today, I want to write about a company that...
View ArticleClik here to view.
What Do Your Customers Require?
It’s a fundamental question that demands a profound knowledge of who your customers are and what each individual customer is seeking. B. Joseph Pine II, one of the pioneers of the mass customization...
View ArticleClik here to view.
Baldrige Model: How do you obtain information from your customers?
The Baldrige Model: How do you obtain information from your customers? Item 3.1 in the Baldrige Criteria asks key questions about how your organization listens to your customers. The following...
View ArticleClik here to view.
Baldrige Model: How do you engage customers to serve their needs and build...
Item 3.2 in the Baldrige Criteria asks key questions about how you support your customers and build relationships with them. The following processes, best practices, and problem areas look at critical...
View ArticleClik here to view.
Does Your Company Create Real Value?
According to a recent survey of 50,000 consumers in 14 countries including the US, 70% of the brands we interact with could disappear entirely and we wouldn’t notice it. The survey also found that 20%...
View ArticleClik here to view.
Marketing Customer Service
In our dynamic business world, where consumers are constantly revising their preferences and trying to make their own small businesses (their homes) run smoothly, business leaders need to ensure their...
View ArticleClik here to view.
Smart Question #3: Who Are Our Customers and What Do They Require?
(This excerpt is from The Baldrige Edge, an e-Guide from Baldrige.com. You can learn more about the guide by clicking on the black-and-red box on the right.) Your organization exists to serve people,...
View Article
