Category Archives: Voice of the Customer

Consistency is Key

“In the unsexy tedium of daily operations, consistency is key.”
This is a line from p. 107 of my new book, The Outstanding Organization. As I’ve been giving book-related talks, receiving emails from readers, and working with clients on the journey … More ►

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Blogging Away…

Earlier this week I learned that my blog posts weren’t being pushed to my subscribers as I thought they had. I was blogging away but no one knew. My apologies. The bug is now fixed.
Unless you saw them via Twitter, … More ►

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Dear Chase Mortgage: Voice of the (Unhappy) Customer

Wednesday’s post featured a local business that I applaud for their Lean efforts. Great customer service, Lean layout, efficient processes, the whole nine yards. Today’s post features an organization as far on the opposite end of the spectrum as I’ve … More ►

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