by Anne C. Graham | Sep 4, 2019 | Developing a Corporate Reputation for Quality
Are your customer service folks STILL busy handling complaints? Do you regularly provide concessions (financial or otherwise), do re-works, or find yourself apologizing to customers for not getting it right the first time? There’s a hidden side to quality that not...
by Anne C. Graham | Aug 27, 2019 | Customer Loyalty and Retention
Nope, that’s not a typo! Wouldn’t you love to have more suppliers that you absolutely LOVE doing business with and who make your life easier, every time? Well, YOUR customers want that from you, so shifting your thinking to take your customer...
by Anne C. Graham | Aug 21, 2019 | Customer Loyalty and Retention
Lean has always looked for ways to create less waste, less inefficiency, less something. The fastest way to envision the future of manufacturing for your company is to look at every area of your business throughout the value-chain and apply the qualifier of...
by Anne C. Graham | Aug 13, 2019 | Employee Engagement and Retention
Try this fun exercise in your next meeting for an AHA! Moment that creates highly engaged employees: Ask each member of your team to pretend that they’re a travel agent. Simply tell your team “I want to go on a vacation and see beautiful sights with my spouse and two...
by Anne C. Graham | Aug 7, 2019 | Customer Loyalty and Retention
Customer satisfaction management isn’t really about managing customer satisfaction in traditional ways – sending out customer surveys, mulling over the results, possibly taking action or possibly scratching your head, not quite knowing what actions to take as a result...
