A successful process improvement initiative is executed in a series of phases. Phase one is the initial assessment, during which you create a compelling strategic vision for improvement, define a problem statement of customer experience and/or financial “pain”, and build a financial business case to gain company-wide support. The initial assessment is explained in detail […]
Process Improvement: How Do You Achieve Executive Buy-in?
Are the top level executives in your company suspicious of the value in all this “process stuff”? Can you blame them with its strange language and odd flowcharts? And let’s face it–executives are often busy and focused on other things. But having strong executive buy-in is one of the keys to successful process improvement. To […]
Relationship vs. Transactional Surveys – Why You Need Both to Improve Customer Experience
When you were a child, did you ever stand outside with your mother while it was snowing? As you watched the huge snowflakes slowly floating to the ground, trying to catch them on your tongue, did she tell you that every snowflake is unique? I think that many of us can remember a similar story […]
How to Overcome the “Fear” & Gain Buy In for Voice of Customer Data
Is there a positive spin on receiving a negative comment? Think about this question for a minute. If you are one of those glass half full type of personalities, you probably thought, “of course there is” right away. But for those of you who are more of a glass half empty type, it may take […]
16 Early Warning Signs of Customer Experience…When Should a Company Take Action?
Have you ever driven by the scene of a car accident or seen a building engulfed in flames? Emergencies can happen to anyone, anywhere without warning! When it comes to ‘business emergencies’ this is not always the case. Often times there are warning signs, some blatantly obvious and others that are a little less obvious. […]
Customer Experience is the Future of Marketing
Think back to a recent customer experience you had on a personal level. Were your expectations met? Did that company make you feel like a priority? Based on the answers to these questions, would you do business with the company again or recommend the company to a friend? Now that you’ve had a chance to […]
Yes! The Lean Approach Can Be Applied to Office Processes and Service Businesses…Read How
Have you heard about lean manufacturing success stories and wished you could reap the same rewards for your transactional processes or service business? Well, The Rendement Group exists to do just that! The fact is that the same lean thinking for manufacturing can be applied to business processes with measurable results! How might you ask? Let’s break down […]
Why NPS Works: Part Two
Transform An Unhappy Customer Into Your Strongest Promoter: Why NPS Works Part Two In the early days of NPS at Sleep Number we effectively started with these two questions and a sample of customers. We then read the verbatim comments and looked for themes to develop a Pareto chart of drivers of customer dissatisfaction. A […]
Why NPS Works: Part One
Transform An Unhappy Customer Into Your Strongest Promoter: Why NPS Works Every organization has customers that are unhappy. This is the first blog in a series of two in which I am going to explain how to transform them into brand loyalists. Efficiently and effectively! Fred Reichheld, through his concept of NPS® (Net Promoter Score), […]
Process Improvement For Small to Midsize Companies: Don’t Wait, Act Now!
Small to Midsize companies must consider a process improvement initiative sooner rather than later to uncover hidden opportunities for improved productivity and customer satisfaction. Why You Need Process Improvement and Enhanced Customer Experience Time and again, I have seen many processes across a variety of industries with an error rate in the range of 20-30%. […]