Body of Knowledge

  • Body of Knowledge
    experience

    Turnarounds in Customer Experience – the Real “Unicorn”

    - by Joseph Paris

    We all remember poor customer experience, and we are not afraid to share the poor experiences we have had with others – perhaps even going out of our way to share using social media as the medium for our opinions?  How many times have we read bad reviews on hotels or restaurants as compared to good reviews?  Furthermore, how many times have our decisions been influenced by reviews (both good and bad)?  The experiences shared by others we know, even by total strangers, have an enormous effect on our buying decisions.  The reality is not formed by marketing departments as…

  • eNewsletters

    Operational Excellence by Design eNewsletter – March 2016

    - by Operational Excellence Society

    Sponsored By Issue: 2016-3 MARCH 2016 Founder’s Corner Turnarounds in Customer Experience – the Real “Unicorn” the Editor Joseph F Paris Jr We all remember poor customer experience, and we are not afraid to share the poor experiences we have had with others – perhaps even going out of our way to share using social media as the medium for our opinions?  How many times have we read bad reviews on hotels or restaurants as compared to good reviews?  Furthermore, how many times have our decisions been influenced by reviews (both good and bad)?  The experiences shared by others we know,…

  • Thought Food
    General Electric

    How GE Exorcised the Ghost of Jack Welch to Become a 124-Year-Old Startup

    - by Bloomberg.com

    General Electric has traded its division of refrigerators and microwave ovens for electric power generators, among other devices. In addition, it has made a significant bet on developing software to connect these devices to the Internet. GE strongly believes that growth opportunities are embedded in what it calls the “Internet of Really Big Things”. With their sights set on becoming a top 10 software company by 2020, which would put them in the same league as Microsoft and IBM, such grandiose ambitions are met with suspicion. Nevertheless, GE is pushing onward with their efforts towards a complete renewal, which makes them nothing less…

  • Thought Food
    Who owns the Sun

    Who owns the Sun?

    - by Bloomberg.com

    Let the solar wars commence, says Bloomberg Businessweek. With Warren Buffett controlling Nevada’s legacy utility, and Elon Musk behind the solar company (Tesla) that’s upending the market – there’s no telling who will win the bet to eventually own the sun. In addition to the solar powered-battle of the billionaires, erupts the onset of hundreds of protesters gathering outside the Public Utilities Commission office, singing “We’re gonna fight … for our right … to go soooolar!” This, an enraged reaction to the PUC’s newly imposed rules that make it more expensive to go solar. So, who owns the sun anyway?…

  • Thought Food
    Europe’s Banks

    Europe’s Banks Face a Frightening Future

    - by Bloomberg.com

    A few noteworthy events have led European banking to reach a proverbial point of no return. It’s no wonder that investors are running out of patience with European bank chieftains. Since the unfortunate fall of Lehman Brothers in 2008, eight of Europe’s biggest banks (including Deutsche Bank) have had to layoff around 100,000 employees, pay billions in legal penalties, and lose almost half a trillion in market value. As for the root cause of the banking industry’s troubles – the costs of complexity – this will need to be thoroughly re-assessed in the face of the ongoing nightmare that torments Europe’s…

  • Thought Food
    United Airlines

    United Airlines: A Quest to be less awful

    - by Bloomberg.com

    Sure, it’s true that every airline has its own horror stories, with air travel in itself being riddled with opportunities for customer dissatisfaction. But United Airlines has outdone itself over the past 4 years in proving to be the leader of airline bloopers. These bloopers encompass almost all performance metrics, including delays, cancellations and mishandled bags. This, reliably making them the worst or near worst among its competitors. Then, hundreds of millions of dollars’ worth of improvements at United’s Port Authority were spent in an attempt to reverse the situation. Bloomberg reports on the latest updates around these improvements. To read…

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