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What Every Lean Leader Should Know About The Hidden Side of Quality Comes Down to a Hammer and an Experience

What Every Lean Leader Should Know About The Hidden Side of Quality Comes Down to a Hammer and an Experience

It’s All About The Hammer Here’s a fun analogy to apply to your business.  Imagine buying a hammer.  In some cases, you might want a dime-store hammer to hang a picture (there’s a reason the Dollar Stores are one of the most successful retailing stories in recent history!).  In some cases, you need a heavy-duty ...

5 Things the Harvard Business School Doesn’t Understand About Quality, But You Should

5 Things the Harvard Business School Doesn’t Understand About Quality, But You Should

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 only accounts for the majority of these issues but helps you eliminate them for good. This ...

Three Ultimate Secrets to Long Term Customer Elationships

Three Ultimate Secrets to Long Term Customer Elationships

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 relationships to elationships will help you step up your game and leverage the ...

The Fastest Way to See Your Future in Manufacturing: Turn “-less” into More

The Fastest Way to See Your Future in Manufacturing: Turn “-less” into More

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 “-less.” This will simplify and transform your business into one where your unique value is ...

This Essential Mindset Shift Creates Highly Engaged Employees

This Essential Mindset Shift Creates Highly Engaged Employees

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 little ones.” Ask them to ...

Top 10 Tips for Customer Satisfaction Management

Top 10 Tips for Customer Satisfaction Management

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 of the feedback you’ve received, and then filing your score away, hoping for a higher score ...

How Does This Year’s 25% Increase in the Return on People Benchmark Affect YOUR Business? Take These 2 Next Steps

How Does This Year’s 25% Increase in the Return on People Benchmark Affect YOUR Business? Take These 2 Next Steps

The 2019 Return on People Benchmark Report has just been released, with important implications for your competitiveness.  The average Return on People has increased by 25% in the past year for the second year in a row – have your profits been keeping pace with that kind of performance, or are you getting left behind?  ...

Sneak Peek: The Stars and Dogs of the Return on People Benchmark

Sneak Peek: The Stars and Dogs of the Return on People Benchmark

I’ll be releasing the full Return on People Benchmark Report later this month, which is an uncommon yet insightful measure into productivity, profitability, and how well you turn your only sustainable competitive advantage – people’s ideas and talents – into value that customers are delighted to pay for.  It may change how satisfied you are ...

The 3 Immutable Laws of Building Customer Satisfaction, Value, and Retention

The 3 Immutable Laws of Building Customer Satisfaction, Value, and Retention

At just a little over halfway through the year and during the summer doldrums, it’s a perfect time to revisit how you’re doing when it comes to building customer satisfaction, value, and retention. Take a quick inventory of what you’ve done so far this year. Have your sales people offered some deep discounts, bought a ...

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