Governments at all levels have always faced the challenge of making the most of limited resources, but in recent years, that challenge has been compounded by the consumer marketplace. A generation ago, constituents may have tolerated slow-moving bureaucracies with limited options for service.... Read More
You need something or have a problem, so you call the handy phone number only to be told all agents are helping other callers, your call is ever so important, and it will be answered by the next available agent. Then you put your phone on speaker, set it down, and brace yourself for several minutes of music you’d never listen to voluntarily.... Read More
It’s common for companies to assume they know more about their products and services than anyone else, so it comes as no surprise they also assume they can do the best job of providing support to customers to need help. So why do so few internal help desks live up to expectations?... Read More
You may remember playing the childhood game called “telephone.” For those who may be unfamiliar, it involved a circle of kids whispering the same message from one to another and laughing uproariously at how much it changed by the time it reached the originator. In childhood, that’s fun. In business, it’s deadly.... Read More
The franchise operator was frantic. When he opened the store this morning, the point-of-sale (POS) system was dead. He tried every trick he knew, but the technology wouldn’t cooperate. Customers who stopped by while rushing to work were anything but patient and more than a few snapped at him as he tried to serve their needs while calling the franchisor’s help desk.... Read More
Suppose your startup markets an innovative device to improve productivity and profitability for manufacturing operations. Your in-house team of 20 excitedly launched a promotional eblast last week, and the response has been fast and furious. ... Read More
It’s not that hard to convince fast-growing companies led by smart people that there’s value in business process outsourcing (BPO). Companies that do a good job of concentrating on their core mission know they can’t afford to be distracted by all the factors involved in serving a growing marketplace.... Read More
Zero defects. Complete satisfaction. Get it right the first time. American businesses are obsessed with perfection. So new clients are often surprised when we tell them we’ll never deliver perfection.... Read More
Disappointed with a company’s response to an issue with their product or service, you click on their feedback link, which takes you to a 15-minute survey you just don’t have time to complete. They los... Read More
Society celebrates inventors and innovators. We remember their names and regard their brilliance with awe. What we never consider is the limited role they actually play in their own success.... Read More
