Do You Have — or Need — a Chief Customer Officer?
I was ready to mock the article as soon as I saw the title, “The Rise of the Chief Customer Officer” (Paul Hagen, HBR, April 18, 2011), but then I read it and found myself agreeing with the idea....
View ArticleCustomer Culture as Differentiator
Yesterday, I wrote about companies that have created the position of Chief Customer Officer to bring the Voice of the Customer to the senior leadership team. Today, I want to write about a company that...
View ArticleWhat Do Your Customers Require?
It’s a fundamental question that demands a profound knowledge of who your customers are and what each individual customer is seeking. B. Joseph Pine II, one of the pioneers of the mass customization...
View ArticleBaldrige Model: How do you obtain information from your customers?
The Baldrige Model: How do you obtain information from your customers? Item 3.1 in the Baldrige Criteria asks key questions about how your organization listens to your customers. The following...
View ArticleMarketing Customer Service
In our dynamic business world, where consumers are constantly revising their preferences and trying to make their own small businesses (their homes) run smoothly, business leaders need to ensure their...
View ArticleStrategic Quality Planning, Improvement, and Control
Quality can be applied as a strategic tool by developing a quality niche that focuses on one or a small number of quality dimensions throughout the universal processes of planning, improvement, and...
View ArticleSmart Question #3: Who Are Our Customers and What Do They Require?
(This excerpt is from The Baldrige Edge, an e-Guide from Baldrige.com. You can learn more about the guide by clicking on the black-and-red box on the right.) Your organization exists to serve people,...
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