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Fresh Paint and Zip Ties: Finishing Touches Matter in B2B Service

I recently asked the manager of a truck service shop how the feedback from our voice-of-customer research had helped her improve her operations. I suppose I shouldn't have been surprised, but after a thoughtful pause she looked at me and said “paint and zip ties”. I laughed at how far off the mark I’d been with my assumptions.

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True Grit: What Does It Take to be Successful

This topic may seem a little unusual for me to be blogging about.  Perhaps it is but we are increasingly looking at the connection between how engaged employees are and how this impacts the quality of service an organization delivers and, ultimately, its financial success.  I personally think that those people who feel successful at what they do are far more likely to be engaged with their life’s work.  But just what contributes to one being successful?

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Some History in Customer Service Innovation: Lessons for Today

With 2011 almost here, I have considered some of the challenges business leaders are likely to face in the coming year.   Some examples:  An economy slowly recovering from a recession; businesses that depend more on a growing work force of temps and contractors; and employees that may not be as engaged in their jobs as managers might like (see earlier post). 

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