Dick Lee
Author & speaker Dick Lee has been encouraging customer-centric business practices for over 30 years. In his latest book "We Are Buyers. You Are Sellers. You're Busted." he changes focus to encouraging customers to fight back against abusive sellers.
Bad process costs companies big money. But until recently, business as a whole paid little heed to process improvement outside manufacturing. And the business...
Becoming more customer-centric has moved from the "whether" column to the "when" column. Smart companies don't try to wait out change. Nor do they...
Try this one out for horrendous customer service. The son of good friends was flying home from college in Canada for Thanksgiving. He didn't...
Many companies make a fundamental error at the start of redesigning business process to support customer-alignment. They call over to manufacturing. Or they may...
Several years ago, I was contacted by division of a Fortune 100 global manufacturer and asked to roll out Visual Workflow to solve some...
Paleontologists studying the process industry are positively giddy. For once, they have live specimens to examine. No dusting off tiny bones with toothbrushes this...
That's right. An e-mail message from "CIO Magazine" snuck past my spam filter and plopped right into my in-box. "The CIO as Chief Process...
Okay, Google doesn't really eat goldfish. But "gulping goldfish" is a quaint term of derision for someone (in this case something) with loose wing...
Have you ever sat down and pondered why customer-alignment – including CRM - is so hard for so many companies? Yah sure, we've all...
Measurement is just great. A wonderful way for supervisors to hang staff. Or managers to hang supervisors. Or senior managers to hang managers. But...
Once upon a time, in the frigid upper Midwest of the U.S. lived a dearly beloved department store chain called "Dayton-Hudson." 'Twas a bit...
Actually, the following rant applies to using Six Sigma or Lean in any variable (non-production) environment, but "variable environment" is hardly a household term,...
Honestly – we feel jilted. After my wife and I and our respective businesses spent years trying to cultivate a relationship with you, Wells...
What we now call "customer-centricity"- among numerous other names – really does remind me of puppy love. It's like adolescent infatuation – all the...
CRM attracts big thinkers – people attracted to "big change." So we shouldn't be surprised that drilling down into minutia doesn't rank high on...
"The devil is in the details" must be among the most overused phrases in the English language. But only because it's so true. And...
Supposed protectors of consumers share a special responsibility for, well, protecting consumers. And not just pubically, but in their out-of-sight direct dealings with consumers....
As I reflect over the past three decades, the time I've tried various means to bring companies and customers closer together, I have more...
A year or so ago, a prospective financial services client from California contacted my company regarding development of what management called "customer-centric process." As...
Imagine your company as a car, wanting to drive across a tantalizingly narrow ground fault that separates the great mass of traditional, company-centric organizations...
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