Principle #7: Skills, Knowledge and Leadership Make the Difference
What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities,...
Principle #6: Improvements Must Be Ongoing
You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? Here are...
Principle #3: The Process Is Where the Leverage Is
The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an organization. A process is a “system of causes.” (Note: in the context of quality and process...