Does Your Service Live Up To Your Tag Line?

A month ago my business networking group decided that we should all run a charity 5K together and that it would be even more fun if we had team shirts with our group name and logos on it, like the real running shirts you get in races.  We decided to get something nice, not one of those cheap throwaway tees but a sports tee that we could be proud of and wear again and again. I took the action to create the shirts and after having one of my talented graphic artists come up with a snappy looking design, I …

Don’t Got Metrics? Then You Won’t Get Change.

As the old saying goes, “you get what you measure” and trying to make change happen in your organization is no different. I worked with a telecommunications client a few years ago who was trying to transform their collections call center. Customer satisfaction surveys were spotty, agent turnover was high and while the supervisors and managers tried all of the usual call center agent motivation tricks of pizza Fridays and drawings for free movie tickets, the center had a pretty negative view of its customers and behaved accordingly. It should be no surprise to our readers that paying your bill …