How do the TV networks gauge what they decide to provide for their customers, the viewers?  It is simple, they listen to their customers.  They regularly look at what their customers are watching and make changes based on the results. The system is relatively straightforward.  Nielsen Media Research, the company that has become the de … Continue reading A Lesson for Business from TV Networks

Have you ever had to repeat a problem several times to a company?  Imagine calling your insurance company, you punch in your claim number, and then you go through an endless series of punch-in options for departments and different needs.  When you finally get to a person, they ask, “Can you give me your claim … Continue reading Repetition, not so good for business.

Have you ever had a medical test and afterwards had to wait days or a week for the results?  How did it feel during that period?  If the test was to determine the seriousness of some pain or niggle, I know most of us experience some amount of anxiety, worry, or discomfort at minimum. This … Continue reading Slaying the Customer Discomfort Beast

In a recent post, we looked at a simple approach to coaching employees.  We talked about a coaching conversation model based on three themes – reflection, ideation, and commitment.  In this model, the coach and coacheee get focus on an area of opportunity for improvement and reflect on the current state of that focus area.  … Continue reading Coaching Success Requires Regular Follow Up

I’m always surprised at the number of people I see behind counters at stores, banks, limited-service-restaurants, and airports that just seem miserable.  They make no eye contact, mumble, and go through the paces of their job just checking off the boxes on a list of company- required actions.  What can be done? I tried an … Continue reading An Experiment in Culture Change