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Voice of the Customer

What is your disciplined approach to listening to customers and translating their wants and needs into products and services? Several companies really have no real disciplined approach to satisfying their customer. And those that do, usually fail to have the correct measurements to keep them on tract...

How do you document what the customer wants and make sure that those desires remain the focus of your customer service efforts? The answer is by developing a Customer-Driven Improvement Model. Several companies have adopted this process with great success and have established not just customers, but "loyal" customers. The focus of this type of model has to ensure the products and services that are delivered by your organization reflect the wishes of the customers.

Many companies and organizations say they are customer-driven, particularly with respect to customer servic

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April 29, 2008 Posted by Curtis Hill | Untagged | Comment (0)

Managers vs. Leaders

Leadership and management abilities are not always skill sets found in the same individuals. Many people subscribe to the accepted thought that if a person is a manager, or has a mangers title, that person can also lead.

This thought process has been the Achilles heel for many organizations. Unfortunately not all mangers can lead, and in fairness, not all leaders can manage. Leadership without Management does yield movement forward however it usually is fraught with pitfalls and usually leaves an organization floundering once hitting a lower plateau

The word leadership can refer to: The ability "to get people to follow voluntarily”. One of the differentiating factors between Management and Leadership is the ability to inspire. To be a leader a person’s ab

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April 13, 2008 Posted by Curtis Hill | Untagged | Comment (0)

Leading through change

A change can be something as simple as new business cards or as consuming as an acquisition. The change is often seen by executives as an important move to get ahead of aggressive competitors, is not always the case for employees.

Leading through change starts at the top with a level of communication to all levels of the organization.

In many instances the acceptance of change is dependent upon those who are affected by the change having confidence, trust, and faith in those that are introducing or responsible for change to their teams or organizations.

In most cases a leader has a plan that introduces a drastic change in an organization, process, or procedure. What needs to be clear to that leader is that change often leaves people disoriented and in the midst of understanding “what happens to me”, they struggle to understand and apply new ideas

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March 27, 2008 Posted by Curtis Hill | Untagged | Comment (0)

Diversity

Diversity encompasses more than just gender, race, ethnicity or sexual orientation. It means the multitude of experiences, perspectives, ideas, approaches and skills that make up the richest pool of talent we need in order to grow, innovate and outperform. Inclusion means cultivating a workplace where our talented people can flourish and do their best work ever, by bringing unique points of view, skill sets, personalities and passions to the table. Inclusion and diversity fuel success.

Most mission statements of service organizations include something about improving, differentiating, or providing superior services to their customers. They can only fulfill that mission by creating a culture of inclusion and harnessing the best thinking and ideas from everyone. A richly diverse, collaborative environment doesn't just happen; it requires the committed efforts of each individual.

What can leaders and employees do to buil

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March 6, 2008 Posted by Curtis Hill | Untagged | Comment (0)

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Voice of the Customer
by Curtis Hill

Managers vs. Leaders
by Curtis Hill

Leading through change
by Curtis Hill

Diversity
by Curtis Hill

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