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John specializes in corporate breakouts, training, coaching, and keynotes, as well as in role modeling and behavior for celebrities.
He has 14 years of corporate headquarters management experience for a Fortune 100 company and over ten years international management consulting experience for primarily large organizations. He specializes in full company assessments and continuous improvement, customer satisfaction, leadership, measurement systems, and has many years of facilitation experience as well as morality leadership, which is a good model for celebrities, including franchise athletes, to follow.
Before senior leaders deploy the customer listening system, they should ask these questions.
- Do we have a method of accurately recording what customers are telling us?
- Are we asking the right questions?
- Do we have a way of correctly categorizing the types of information which we are receiving?
- Is the system designed to escalate any negative information to someone responsible for taking corrective action?
- Is the information filter-proof? For example, are we sure that lower management cannot filter the information in such a way to protect themselves from being blamed for problems which are their responsibility?
- Is the information slant-proof? Are customer service associates (or other customer contact employees) allowed to ask the customer for a good score on a survey?
- Is the information objective? If you are surveying customer service associate performance, don’t throw in a question about overall satisfaction with the organization and then blame it on the associate if the overall rating is negative. It is not very likely that the associate is to blame for system-wide problems.
- Do we have a way of objectively analyzing the resulting information to assure we are reaching the real root causes of any problems being surfaced?
- Are corrective actions taking place in a systemic way?
- Are the resulting reports, including improvement trends, reaching senior management on a regular, systemic basis?
- Is key information included in the overall Balanced Scorecard?