Get Great and Eliminate
The Elimination Sensation When we released the book “The Best Service Is No Service” in 2008 some people didn’t get the core idea. They...
Lost Voice of Customer
When Voice of Customer Matters Most – Can you Hear it? Many organisations have measurement systems in place to try and provide the Voice...
Moments of "Strewth!"
Being ready for the unpredictable Unfortunately, despite all the best systems and processes, customers can be impacted in very negative...
The Ultimate Customer Measure Effort
The Holy Grail of Effort measurement? "Resolution of my query” or First Contact Resolution (FCR) ranks in the top three customer...
Case Study in the Universal Value of Well-Designed Operational Processes
Do operations and process principles apply everywhere? We have had a hypothesis that good operational and process design disciplines are...
The Myth that Shareholder Returns and Customer Outcomes are disconnected
Are Great Shareholder returns and great customer outcomes incompatible? One of the startling recommendations in Australia of the Hayne...