This post was inspired by an article published June 1, 2022 by Rick Bohan and Ron Jacques on https://www.industryweek.com/ , titled “Lean Is Futile If Customers Come Last”. The article is a critical view on some bad practices “ignoring the experience of existing and prospective customers as they try to work with you” while pretending … Continue reading Is Lean Always Futile If Customers Come Last?
customer satisfaction
The downsides of customer satisfaction surveys
Customer satisfaction is the holy grail every company is looking for. In the desperate search to please their customers they multiply polls and inquiries in order to get the important insights first hand. Doing so, they overlook a possible serious “negative branch” * bothering the customers they so desperately want to please. *a negative branch … Continue reading The downsides of customer satisfaction surveys
Going the extra mile
Going the extra mile is an idiomatic metaphor for describing an extra effort to please a customer. It may sound like a management legend until experiencing it. My little story could have been a scenario base for a Hollywood Christmas movie, but it was only my experience as a stranded Frenchman in Great Britain. With … Continue reading Going the extra mile
Chris HOHMANN 