Are your customers falling through the net?

How are you doing with your customer satisfaction ratings? I’ve been taking a look at some Net Promoter Score benchmarking results recently, and it seems that not too many organisations are floating their customers’ boats. You probably know that NPS is based on the fundamental perspective that every company’s customers can be divided into three…

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I just don’t know what to do with myself – What causes 85% failure to meet customer expectations

In case you’re wondering, this isn’t about the old Dusty Springfield track. Sorry to disappoint if that’s what you were wishing and hoping for! Instead, this blog looks at the role of the manager. In all too many organisations it appears that the majority of managers don’t really understand their role; they’re not sure what…

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What’s ‘soft’ about soft tools ?

Capability in change management, often referred to as ‘soft tools’ are vital ingredients for the successful deployment of Lean Six Sigma. In many ways, it is the most important. Let’s start by looking at ‘creating the right environment’. Essentially this is about leaders ‘walking the talk’. They must encourage the application and use of Lean…

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