Eliminate the Unessential, Streamline the Essential, & Invest in the Valued. An efficient experience is a win-win-win. It is a win for the customers when an efficient experience delights them. It is a win for the front-line employees, who are supported by competent processes and systems, and engage in more positive encounters with happy customers….
The directive was clear, “You have a week to find a way to defuse our ‘process bombs.” This was the challenge put out by the new Vice President at a Fortune 200 company upon inheriting a business process fraught with delays and errors. It is amazing what a sense of urgency and an aggressive deadline will…
The vice president of leading HMO (Health Maintenance Organization) laments: “We know how to streamline work from point A to point B, but we don’t know how to routinely and rapidly streamline learning from our collective experiences, especially across our disparate functions and processes.” She is not alone.
Small teams in large corporations can ‘out small’ today’s successful smaller players, and win big. Smaller competitors to today’s largest corporations are consistently winning in customer satisfaction ratings without the so-called economies of scale associated with large (frequently out-sourced) customer care centers. For the largest companies in some key sectors – such as telecommunications, technology, andfinancial services – there is the potential…
Are your call center costs way too high? Are your customers’ experiences way too low? Poor customer care is not only pervasive and widely publicized, but seems to be getting worse. Witness the recent uproars about Dell Computer and AOL. More and more I have seen clients that are frantic, though internally focused, saying, “Our budget for handling…
