Such a vital service requires a better customer experience. On Tuesday I had a flare-up of an ailment I sometimes get (once or twice a year) in my foot. A simple medicine takes care of it – but it requires a prescription.
If you’re thinking of implementing some Customer Surveys, I’m going to save you some time… Here are the results of every single Customer Satisfaction survey ever completed:
At Lean Consulting, we have worked with some great teams. Teams who are experts in their field; truly committed to the cause and proud of the knowledge that they hold.
Can a bad process be a good process? How bad are targeted ads on the web..?! I read a great article about how feminism is more important now than ever so I shared it on Facebook. A few hours later and I’m getting lots of web ads trying to get...
What could they achieve with just a little investment in Continuous Improvement? I had to call my local authority last week. A tree from the council-owned woodlands behind my house inconveniently decided to fall onto a tree in our backyard. It was a pretty big tree and it was kinda...
For a while now, it’s been popular to hate on Average Handle Time or AHT as a metric. I’ve been to quite a few centres that have dumped this metric and read lots of articles written by experts who decry its value.
How reliable is your data? This picture popped up a few times on my LinkedIn feed a few times last week:
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
Apple, I expected better from you! This morning I found out that one of my favourite artists had released a new album (Megan Washington in case you were wondering!) so I jumped onto iTunes to purchase.