Can Government Act Like the Waldorf Astoria?

Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system.  With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read more

Customer Advocacy in Government

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

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

Anticipatory Service

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

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

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

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