Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded. The next scene shows him throwing the device into the trash. Of course, the...
5 Secrets to Quality Service
I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as they face disruption or competition or lose internal focus on...
Who are your innovators?
I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and I was young and eager to learn. He lamented the fear...