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The Customer Experience

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Wednesday, August 26, 2009. United Breaks Guitars - just too good. Links to this post. Monday, April 13, 2009. Between 9 to 5 - Part 2. Interesting how one simple process can create some many levels of precision? Links to this post. Friday, April 3, 2009. So, after I expressed my dissatisfaction ...

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The Customer Experience | customer-stories.blogspot.com Reviews
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We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Wednesday, August 26, 2009. United Breaks Guitars - just too good. Links to this post. Monday, April 13, 2009. Between 9 to 5 - Part 2. Interesting how one simple process can create some many levels of precision? Links to this post. Friday, April 3, 2009. So, after I expressed my dissatisfaction ...
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The Customer Experience | customer-stories.blogspot.com Reviews

https://customer-stories.blogspot.com

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Wednesday, August 26, 2009. United Breaks Guitars - just too good. Links to this post. Monday, April 13, 2009. Between 9 to 5 - Part 2. Interesting how one simple process can create some many levels of precision? Links to this post. Friday, April 3, 2009. So, after I expressed my dissatisfaction ...

INTERNAL PAGES

customer-stories.blogspot.com customer-stories.blogspot.com
1

The Customer Experience: Between 9 and 5

http://www.customer-stories.blogspot.com/2009/03/between-9-and-5.html

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Monday, March 23, 2009. Between 9 and 5. I will be at your office somewhere between 9 and 5 next Tuesday."  . What kind of business can get away with this type of scheduling as a business model? I had a pick up to donate an item of furniture where I at least got a half day window. Its not jus...

2

The Customer Experience: Empowering Customer Service to save a customer

http://www.customer-stories.blogspot.com/2009/04/empowering-customer-service-to-save.html

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Friday, April 3, 2009. Empowering Customer Service to save a customer. A recent experience got me thinking about, despite all the talk on the subject, how truly empowered customer service is to solve customer problems. So, after I expressed my dissatisfaction in a return email, the head of custom...

3

The Customer Experience: March 2009

http://www.customer-stories.blogspot.com/2009_03_01_archive.html

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Tuesday, March 24, 2009. Humpty Dumpty and Wood Glue. While he was probably correct, I was a little shocked to think that his typical customer was probably an elderly lady (it is just a sandwich/coffee shop) who might not be so quick to fix with wood glue.  . Perhaps she gets to own the place?

4

The Customer Experience: August 2009

http://www.customer-stories.blogspot.com/2009_08_01_archive.html

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Wednesday, August 26, 2009. United Breaks Guitars - just too good. Links to this post. Subscribe to: Posts (Atom). United Breaks Guitars - just too good. Enter your email address:. Subscribe in a reader. Strategy and Operational Performance Management.

5

The Customer Experience: The 411 on Directory Assistance

http://www.customer-stories.blogspot.com/2009/03/411-on-directory-assistance.html

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Thursday, March 19, 2009. The 411 on Directory Assistance. The agent asked for the business name again. I repeated. Because the company name is spelled "Jos A. Bank", the agent had to ask for the name several more times.the handle time clock was ticking. I asked her if there were more listings&#4...

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Strategy and Operational Performance Management: Beyond the Checkbox - Part IV

http://perf-mgt.blogspot.com/2009/04/beyond-checkbox-part-iv.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Wednesday, April 29, 2009. Beyond the Checkbox - Part IV. Chris Tyler from Cognos will be joining us for a series of Blogs focused on driving performance for ISVs and OEMs. We will be publishing his Blogs on Thursdays for the next four weeks. Chris is a subject matter expert on getting his clients to elevate value to their customer. This is the final part of this series. In Part III. Most enterpri...

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Strategy and Operational Performance Management: Beyond the Checkbox - Part II

http://perf-mgt.blogspot.com/2009/04/beyond-checkbox-part-ii.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Wednesday, April 15, 2009. Beyond the Checkbox - Part II. Chris Tyler from Cognos will be joining us for a series of Blogs focused on driving performance for ISVs and OEMs.  We will be publishing his Blogs on Thursdays for the next four weeks.  Chris is a subject matter expert on getting his clients to elevate value to their customers.  . In part I of this series. As mentioned earlier, according t...

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Strategy and Operational Performance Management: Is Strategy top of Mind

http://perf-mgt.blogspot.com/2009/05/is-strategy-top-of-mind.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Sunday, May 10, 2009. Is Strategy top of Mind. I recently read a few blogs from  Jonathan D. Becher. I think there are a number of factors at play here:. 160;that touches on this subject. We also have unstated strategic objectives, or as Oski refers to them in a comment on this  blog post. Shadow strategies" where the organization says one thing, but actually does another. . This blog is moving to.

perf-mgt.blogspot.com perf-mgt.blogspot.com

Strategy and Operational Performance Management: May 2009

http://perf-mgt.blogspot.com/2009_05_01_archive.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Thursday, May 28, 2009. We have moved - the blog is now hosted at  PureStone.Wordpress.com. Links to this post. Sunday, May 10, 2009. Is Strategy top of Mind. I recently read a few blogs from  Jonathan D. Becher. I think there are a number of factors at play here:. 160;that touches on this subject. Shadow strategies" where the organization says one thing, but actually does another. . We don't have...

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Strategy and Operational Performance Management: Beyond the Checkbox - Part III

http://perf-mgt.blogspot.com/2009/04/beyond-checkbox-part-iii.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Wednesday, April 22, 2009. Beyond the Checkbox - Part III. Chris Tyler from Cognos will be joining us for a series of Blogs focused on driving performance for ISVs and OEMs.  We will be publishing his Blogs on Thursdays for the next four weeks.  Chris is a subject matter expert on getting his clients to elevate value to their customers. . This is Part III of this series.  In Part II. 8220;Yes, we ...

perf-mgt.blogspot.com perf-mgt.blogspot.com

Strategy and Operational Performance Management: April 2009

http://perf-mgt.blogspot.com/2009_04_01_archive.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Thursday, April 30, 2009. People do what they want or like to do. Employees want to create value, they want to move the company forward. Yet, without clear and concise understanding of what they need to do (and in what priority) most will typically do either what they want to do, or what they like to do. While this is fine, organizations often need people to do the more difficult tasks. Do you hav...

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Strategy and Operational Performance Management: Is a failed action the same as a failure to act?

http://perf-mgt.blogspot.com/2009/04/is-failed-action-same-as-failure-to-act.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Monday, April 27, 2009. Is a failed action the same as a failure to act? Over the weekend, Seth Godin blogged about  making timely decisions. 160;Do we, as company policy, reward action financially? 160;Is a failed action the same as a failure to act? Subscribe to: Post Comments (Atom). This blog is moving to. People do what they want or like to do. Beyond the Checkbox - Part IV. Subscribe in a re...

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Strategy and Operational Performance Management: March 2009

http://perf-mgt.blogspot.com/2009_03_01_archive.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Thursday, March 26, 2009. Meeting Management and Agendas. How much money do you spend annually on meetings? Do people show up on time, follow an agenda, and end the meetings on time? Do meetings regularly create and review actions? Meetings need structure and process, yet most meetings happen because of momentum.   "We always meet on Fridays as a team." . Here is a link to Seth Godin's. In continu...

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Strategy and Operational Performance Management: Measuring Anything

http://perf-mgt.blogspot.com/2009/05/measuring-anything.html

Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Tuesday, May 5, 2009. I recently read a book entitled How to Measure Anything - Finding the Value of Intangibles in Business by Douglas W. Hubbard. 160; This was an excellent book and helped me to think about how I could measure ANYTHING and how, when necessary to think about how I estimate values.  There are some great exercises to stretch your brain in here. See the blog post Effectiveness vs&#4...

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The Customer Experience

We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Wednesday, August 26, 2009. United Breaks Guitars - just too good. Links to this post. Monday, April 13, 2009. Between 9 to 5 - Part 2. Interesting how one simple process can create some many levels of precision? Links to this post. Friday, April 3, 2009. So, after I expressed my dissatisfaction ...

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