The Rendement Group

Customer Experience - Process Improvement | Edwin Boone

Call: (612) 405-3990

Sign up for our newsletter

Get Connected With Us

  • Twitter
  • Facebook
  • LinkedIN
  • Google
  • SlideShare
  • Contact
  • Home
  • About Us
    • Leadership
    • Our Values
    • Testimonials
  • Services Overview
    • Customer Experience
    • Process Transformation
    • Process Improvement
    • Quality Management
    • Project Management
    • Strategic Planning
  • Expertise
  • How We Help
    • Customer Experience
    • Service Excellence
    • Operational Excellence
    • Business Transformation
    • NEW Path to Results
  • Workshops
    • Agile Strategic Planning and Execution
    • Business Lean Six Sigma Executive Training
    • Business Lean Six Sigma Problem Solving (Yellow Belt Certification)
    • Lean for Business Process
    • Net Promoter Score (NPS®) / Customer Experience Implementation
  • Blog
  • Contact Us

Program Setup: How to Establish a Structure for Improvement

June 8, 2015 by Rendement Group

Process Improvement

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 […]

Filed Under: Blog Tagged With: 80-20 Rule, business processes, Customer Experience, Customer Experience Warning Signs, Executive Buy-in, gentle targeted approach, mobilize commitment, Rendement Group, Strategic Vision, Vital Drivers, Voice of Customer

Process Improvement: How Do You Achieve Executive Buy-in?

April 18, 2015 by Rendement Group

Process Improvement

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 […]

Filed Under: Blog Tagged With: Benefit Analysis, Business Case, Customer Experience, Executive Buy-in, Executive Language, Financial Credibility, Lean Six Sigma, Long-term Benefits, Process Improvement, Rendement Group, ROI, Strategic Planning

Relationship vs. Transactional Surveys – Why You Need Both to Improve Customer Experience

April 2, 2015 by Rendement Group

Customer Survey

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 […]

Filed Under: Blog Tagged With: Business Growth, Competitive Benchmarks, Customer Experience, Customer Feedback, Customer Loyalty, Customer Relationships, Customer Surveys, Net Promoter Score, Quality Employees, Relationship Surveys, Rendement Group, Transactional Surveys

How to Overcome the “Fear” & Gain Buy In for Voice of Customer Data

March 24, 2015 by Rendement Group

Stakeholder Buy In

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 […]

Filed Under: Blog Tagged With: Customer Complaints, Customer Experience, Customer Feedback, Customer Loyalty, Negative Comments, Net Promoter Score, Overcoming Fear, Positive Thinking, Process Improvement, Promoters, Rendement Group

16 Early Warning Signs of Customer Experience…When Should a Company Take Action?

March 12, 2015 by Rendement Group

CX Warning Signs

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. […]

Filed Under: Blog Tagged With: Customer Centric, Customer Complaints, Customer Experience, Customer Experience Warning Signs, Customer-centric Metric, Employee Retention, Net Promoter Score, Price Erosion, Rendement Group, Sales Cycle, Social Media

Customer Experience is the Future of Marketing

March 10, 2015 by Rendement Group

Customer Experience

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 […]

Filed Under: Blog Tagged With: Competitive Advantage, Customer Expectations, Customer Experience, Customer Service, Employee Engagement, Future of Marketing, Net Promoter Score, Net Promoter System, Personalization, Quality Experience, Rendement Group, Social Media

Yes! The Lean Approach Can Be Applied to Office Processes and Service Businesses…Read How

February 19, 2015 by Rendement Group

Net Promoter Score for your Business

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 […]

Filed Under: Blog Tagged With: business processes, Customer Experience, Customer Satisfaction, Lean, Lean Approach, lean practices, lean principles, Lean Six Sigma, Office Processes, Rendement Group, Service Businesses

Why NPS Works: Part Two

July 9, 2014 by Rendement Group

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 […]

Filed Under: Blog Tagged With: Net Promoter System, NPS, Rendement Group

Why NPS Works: Part One

July 2, 2014 by Rendement Group

Net Promoter System

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), […]

Filed Under: Blog Tagged With: Bain & Company, Net Promoter System, Rendement Group, Satmetrix Systems

Process Improvement For Small to Midsize Companies: Don’t Wait, Act Now!

June 4, 2014 by Rendement Group

Process Improvement

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%. […]

Filed Under: Blog Tagged With: Customer Experience, Lean Six Sigma, Net Promoter Score, Process Improvement, Rendement Group

From the Blog

Process Improvement

Program Setup: How to Establish a Structure for Improvement

A successful process improvement initiative is executed in a series of phases. Phase one is the … [Read More...]

Strategic Vision

How to Build a Strategic Vision for Improvement

Is your business at a crossroads right now where change is essential for continued progress? … [Read More...]

More Posts from the Blog

Connect on Twitter

RT @LassiterBrian Hammitt of @hazldnbettyford: It's critical to socialize change - get buy-in, input, & gradually sell the change. @rendementgroup #Change2015

About 5 years ago from Rendement Group's Twitter via Twitter for iPhone · reply · retweet · favorite

Does your company face external pressures in the marketplace? Learn how to adapt... #processtransformation ow.ly/QWDo4

About 5 years ago from Rendement Group's Twitter via Hootsuite · reply · retweet · favorite

What to Do When Satisfied B2B Customers Refuse to Recommend You #wordofmouth #recommendations Article via @HarvardBiz ow.ly/QVjm4

About 5 years ago from Rendement Group's Twitter via Hootsuite · reply · retweet · favorite

Shout out to new followers! @skillbooker @Dario_barcelona @kenradio @StartupTech_AS @Niccolls_Dimes @TeriSecrest @inbenta @kaizenpeople_it

About 5 years ago from Rendement Group's Twitter via Twitter Web Client · reply · retweet · favorite

Shout out to new followers! @_paul_beveridge @AllisaJohannson @handlingstorage @itsrockstyle @BlytheFunez @goldbergjp @ilos_Videos

About 5 years ago from Rendement Group's Twitter via Twitter Web Client · reply · retweet · favorite

Follow @rendementgroup

Company

  • About Us
  • Leadership
  • Our Values
  • Testimonials
Call: (612) 405-3990

Services

  • Services Overview
  • Customer Experience
  • Process Transformation
  • Process Improvement
  • Quality Management
  • Project Management
  • Strategic Planning

Get Connected

  • Twitter
  • Facebook
  • LinkedIN
  • Google
  • SlideShare
  • Contact

© 2021 · Rendement · Website by RV Tech Solutions