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29.Oct, 2017 0

Proper Mindset To Dominate Your Market

In Dell’s 2017 Report to Customers, Dell Technologies opens with the following thought: “One year ago, we created a unique family of businesses 100-percent focused on accelerating customer successes further and faster. In our annual report to you, our customers, we celebrate your success and thank you for allowing us to be part of it.” This is a powerful mindset. How closely does this align with your company’s mindset? If it doesn’t, you’ve got some work to do. Thought for the week: “It is not enough to be busy. So are the ants. The question is: What are we busy…

10.Sep, 2017 2

Business Ethics Run Amuck

You probably heard about the following stories in the news this past week: Equifax announced a cybersecurity breach of information providing hackers with everything they need to assume a person’s identity: social security number, address, birth date, address, full name, etc. This was announced some 6 weeks after the last intrusion in July; the breach started in May. Equifax claims 143 million people are affected. And, here’s the icing on the cake: If you go to Equifax’s website to find out if you’ve been hacked, you have to accept that you are automatically opting out of suing them via an…

20.Aug, 2017 0

Brand Impact Is Customer Impact

Robin Sharma, a man who describes himself as “#1 best selling author of The Leader Who Had No Title, Founder of the Titan Academy and a Humanitarian offers: “We live in a world where people are forgetting about the power of quality, whether it’s a coffee-maker, a car, whether it’s a jacket or a pair of shoes. When you’re producing anything and releasing it to the world, make sure it’s of the highest quality.” “Whatever is worth doing at all is worth doing well, ” offered Philip Stanhope, 4th Earl of Chesterfield, who lived from 1694 to 1773. We have…

29.May, 2017 0

Is This Any Way To Run An Airline Part 2

In August 2016, I wrote this blog post: Is This Any Way To Run An Airline? Again this weekend, we see British Airways has had an horrible weekend due to their computer systems being down impacting customers world-wide. CEO Alex Cruz offered the following statement: “I know this has been a horrible time for customers” who have missed holiday travel and been stranded on planes, separated from luggage and stuck in lines while seeking information. On behalf of everyone at British Airways, I want to apologize for the fact that you’ve had to go through these very trying experiences.” This…

2.Apr, 2017 0

Customer Indifference Undermines Relationships

Studies show that nearly 7 out of 10 customers feel they are treated with indifference by businesses they interact with. 7 out of 10! Yet, customers don’t often change hairdressers, accountants, retail stores, restaurants, etc. Perhaps it’s because they feel that they’ll get more of the same indifference from an alternative offering. Business owners should pay attention to this and insist their employees deliver a service that makes the customer came back again and again for the great experience they receive. If you’re getting lousy service, take your business elsewhere. What have you got to lose? Thought for the week:…

26.Mar, 2017 0

Continuous Improvement For Customers

I was recently invited to be part of a Patient and Family Advisory Team (PFAT) at the medical clinic associated with my hospital. With my passion for looking at businesses and processes from a customer’s perspective–something that eludes so very many organizations–I like the fit and the opportunity to add value. There’s also an opportunity to interact with the senior leadership team at the hospital. Both executives liked my tag line: “Making the complex simple.” They both said (paraphrasing), “Boy, do we need that!” Will this PFAT team move the needle in a substantial way? Probably not. But, we can…

26.Feb, 2017 0

Race Horse Or Plow Horse?

Is your company more like a plow horse or a race horse? A plow horse is a plodder that can never generate great speed. It can work all day at its own pace and accomplish much that the owner alone could not accomplish without the plow horse. Conversely, a race horse has considerable speed. It is optimally used for short spurts of a mile or a mile and a half and then must rest for days between races. A race horse is a sprinter; a plow horse is a marathoner. The plow horse can’t become a race horse nor can…

29.Oct, 2016 0

8.8 Billion Reasons Why On-Time Delivery Is Important

According to the Seattle Times, Qatar Airways announced on October 7th a firm order from Boeing for 30 787-9 Dreamliners and 10 777-300ERs widebody jets and an additional letter of intent to order a further 60 single-aisle 737 MAX 8s. The total order would be worth about $8.8 billion at discounted prices. This announcement came as no big surprise to me. Qatar Airways has been signaling its displeasure with the Airbus order execution for some time now. I had read this was reaching a boiling point and it finally happened. Here’s a statement from Chief Executive Officer Akbar Al Baker…

2.Oct, 2016 0

Meeting Customer Expectations

“We’ll get back to you tomorrow.” They don’t. “We’ll confirm an appointment within 24 hours.” They don’t. “I’ll share your feedback with management and get back to you in 7 days.” They don’t. “Our review process takes 30 days.” It doesn’t. 30 days later, “Our review process takes 60 days.” Really? Do organizations think their customers aren’t listening? Do they not realize that a poor customer experience undermines customer loyalty? No one is accountable for failing to meeting expectations their own organizations set. It’s just part of business. Delighting customers isn’t that difficult. Do what you say you are going…

18.Sep, 2016 2

5,300 Employees Go Rogue

Yes, my friends…you read that right. 5,300 employees at Wells Fargo Bank had to be terminated for going rogue and signing up over 1.5 million customers for credit cards and other accounts that customers had not requested. “Going rogue?” That would have to be the case given no managers or senior leaders were aware of or held accountable for this. It’s the most profound example of “going rogue” I’ve ever witnessed. The top executive in charge is going to retire with a package of $125,000,000. Nice work if you can get it! Wells Fargo was fined $185 million which amounts…