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Reinventing Customer Service
-HBR reckons that any big company, and few departments will be as instantly recognizable as customer service. The call center…
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Doing Right vs Doing It Right
-It seems that not a day goes by without our reading about someone getting caught in the processes of a…
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The Outliers Inn – Episode 16 – Agile development in the public service industry.
-Welcome to Episode 16 of the Outliers Inn podcast: Agile development in the public service industry. Topic: Join Antlerboy and JP as they…
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Episode 9 – The Outliers Inn – Customer Engagement
-Welcome to Episode 9 of The Outliers Inn podcast: Customer Engagement. Topic: Join us as we have a spirited conversation…
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Turnarounds in Customer Experience – the Real “Unicorn”
-We all remember poor customer experience, and we are not afraid to share the poor experiences we have had with…
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DFSS: A Complex but Worthwhile Deployment
-Not ready for the planned product launch Time-To-Market? Too many warranty recalls? Have you missed the most important detail for…
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Forget Supply Chain Management!
-When people discuss Supply Chain Management, there doesn’t seem to be any common understanding of what it is all about. I…
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Process Improvement For Small to Midsize Companies: Don’t Wait, Act Now!
-Small to Midsize companies must consider a process improvement initiative sooner rather than later to uncover hidden opportunities for improved…
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The Efficient Experience
-Eliminate the Unessential, Streamline the Essential, & Invest in the Valued. An efficient experience is a win-win-win. It is a…
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Business Rule #1: The customers have a choice … Make sure they pick you!
-For every company, it’s a jungle out there… Every day, every moment, you are either the hunter or the hunted.…
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Customer Focused Continuous Improvement – Beyond Words
-Customer Focus – probably the most over-used, misunderstood phrase in business today. We hear it everywhere… every company is customer…
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Healthcare: No End In Sight – Poor Value at Unsustainable Costs
-Something is seriously wrong… The healthcare industry as a whole in the United States is corrupt, dysfunctional, ineffective, and inefficient. …
