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Where to Invest: Customer Service or Service Quality?
(Powerful Ideas/White Papers)
... Assurance: the knowledge and courtesy of employees and their ability to convey trust and confidence Empathy: the degree of caring and individual attention provided to customers Tangibles: the physical ...
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How to Recover Strategic Account Relationships
(Powerful Ideas/White Papers)
... a supplier who didn’t already know which executives or line people should never speak to the customer. Create a system where those employees cannot be reached and make sure that someone else is the designated ...
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The Southwest Airlines Way
(Powerful Ideas/Book Reviews)
... credibility and caring.” Immediately after 9/11, for example, Southwest was the only airline that didn’t lay off employees. While that cost the airline millions of dollars, the employee loyalty that Southwest ...
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A Sense of Urgency
(Powerful Ideas/Book Reviews)
... day, and there are a number of great examples of urgent employees and how they approach their work. The main point is that if the executives are asking their employees for urgency, they should be acting ...
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When Yes Man Meets Boss Man
(Powerful Ideas/White Papers)
... who takes the easy route of having just compliant followers as team members. In much the same way, employees that are willing to challenge their leaders in pursuit of something more valuable, from a customer ...
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Relationship Intelligence
(Powerful Ideas/White Papers)
... firm profitability. When strategic and business plans have not accounted for the interpersonal impact on employees, suppliers, customers, or the community, they often run aground. We’ve seen this occur ...
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The Art of Innovation
(Powerful Ideas/Book Reviews)
... sticks with you is the sort of culture IDEO has created to enhance the creativity of all its employees--and how those ideas might be applied at almost any organization. David Kelley had attention deficit ...
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The New Ruthless Economy: Work and Power in the Digital Age
(Powerful Ideas/Book Reviews)
... and employees. Head finally shows how expert systems might be used to develop the skills of call center employees, but notes that most management teams are unwilling to give up the monitoring ability that ...
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Grow To Be Great: Breaking the Downsizing Cycle
(Powerful Ideas/Book Reviews)
... costs in maintaining strategic relationships, such as those with customers and employees. Where customers are concerned, we've already seen suppliers cut customer service people, field techs, and dedicated ...
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The Five Temptations of a CEO: A Leadership Fable
(Powerful Ideas/Book Reviews)
... But if learning is to persist, managers and employees must also look inward. They need to reflect critically on their own behavior, identify the ways they often inadvertently contribute to the organization's ...
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Why Have a Voice-of-the-Customer Program?
(Powerful Ideas/White Papers)
... have a centralized database, easily accessed by all employees, containing all information about a customer? Or is customer data scattered throughout various customer-facing departments in the supplier ...
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Unleashing the Power of Business Relationships
(Powerful Ideas/White Papers)
... Without support systems, computer or otherwise, it may be impossible for managers to leverage the talents of employees around the world. The key point is that firms do not seek to block relationship building, ...
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Capture Customer Expectations to Create a Strategic Advantage
(Powerful Ideas/White Papers)
... and strategic relationships. The Marriott-Deloitte & Touche story began on September 12th, 2001. D&T employees showed up to find that the collapse of the World Trade Center had severely damaged ...
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Aligning A Firm to Unleash Strategic Customer Relationships
(Powerful Ideas/White Papers)
... blocking true customer value and productivity. Compare that weak alignment to the alignment in a firm such as Marriott International, where virtually all employees are ready to assist targeted strategic ...
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Are Your Departments Not Communicating?
(Scrollers/Scroller Articles)
... independently rather then interdependently. As a result, departments struggle to work together optimally and thus employees, customers and business results suffer. When a company says that a large customer ...
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Are Relationships Your Most Valuable Asset?
(Scrollers/Scroller Articles)
... barriers so employees and customers can get what they expect. If you want to turn your internal and external business relationships into assets, S4 Consulting can help. ...
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Too Internally Focused
(About Us/How We Help)
Too Internally Focused A large financial services firm wanted to add value for customers, but found it difficult to get employees to share customer information across channels. What We Did: S4 introduced ...
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Lack of Understanding the Customer's Business
(About Us/How We Help)
Lack of Understanding the Customer's Business A multi-billion dollar energy services company had three problems: Their employees had little experience or understanding of the business issues of their ...
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Our Books
(About Us/Our Books)
... Why? Because as your customer service employees work overtime tending to your most demanding accounts, and as your sales force works overtime searching for new business, your strategic accounts may begin ...