Customer Advocacy in Government

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It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

Backing Up Customer Service

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We have spoken about the importance of providing a great customer experience. But sometimes the best way to provide a great customer experience is to have a backup plan. In the last year, we’ve seen the impact of this when airlines have had their systems go down, leaving customers suddenly stranded. Crain’s Chicago Business noted … Read more

Hard Wiring Team Building

Backing Up Customer Service

CBS This Morning showcased an organization that did a team building event by participating in a water survival class. Survival Systems initially created their programs to help people in the military and first responders prepare under stress-filled situations, like being trapped underwater. But now they are reaching out to corporations who want a unique team … Read more

What is World Class?

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In our work with our clients, we espouse the idea of becoming a world-class organization. Why shouldn’t we? We’re World Class Benchmarking. Our job is to connect our clients to best-in-business ideas that create excellence. Still, the concept of becoming world-class to our clients is sometimes daunting. After all, in size, scope and notoriety, few are close … Read more

Anticipatory Service

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Just what is Anticipatory Service? Consider the following: Just before the holidays, I had a business trip planned, flying from my home in Orlando to Portland, Maine, and then driving to Augusta, Maine. I thought I would take advantage of seeing my daughter in New York City over the weekend before heading further North. What I … Read more

Connecting The Chain Reaction of Excellence

World Class Benchmarking's Chain Reaction of Excellence.

Our thought leadership about how to make organizations successful has led to the following model: Moving from right to left, let’s look at the links that connect these boxes together. Our thesis is that highly satisfied customers–not satisfied customers–are what really create growth and long term success. Let’s look at an example of this in … Read more

The Potbelly Promise

Every restaurant has a potbelly stove in it, symbolizing warmth, dependability, family and fun. Photo by J. Jeff Kober.

In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that commitment, we deliver on that promise through the following four delivering systems: People–Employees working 1:1 on the front line to support the customer experience. Place–The location where your products and services are offered–physically or virtually. Process–Policies, procedures and guidelines … Read more

Customer Service: The Buck Stops Here

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President Truman, on more than one occasion, would refer to the concept that “The Buck Stops Here”. Indeed, he saw a sign for such on the desk of another federal official in Missouri. Truman liked it so much he asked if such a sign could be made for him. When he received it, he placed it … Read more

Reward & Recognition at the Walt Disney World Resort

The name tag emphasizes the idea that the individual has worked to help dream, create, and inspire others.

In consulting with organizations, we often highlight the importance of reward and recognition to the culture. Disney has been doing this for many years in a variety of ways. Here’s a snapshot at where various programs that impact those who work at the Walt Disney World Company. Disney Legends This is the highest honorary acclaim given to outstanding individuals … Read more

World-Class Onboarding Activities

JetBlue's training facilities in Orlando, Florida. Photo by J. Jeff Kober.

In a previous article, we spoke about why onboarding should matter to your organization. In a secondary article, we looked at what components makes onboarding world-class. Here we look at over a dozen great companies and what they do to make onboarding succeed on a variety of onboarding issues: Forms Management. The State of Minnesota and Northrop … Read more