#customer_focus — Public Fediverse posts

"John Ternus (or whatshisname ... Tim Cook) should send this video to every single employee at Apple and tell them that this — this — is exactly Apple’s mission. To empower creative people to create great new things they didn’t believe were possible with the tools already in their hands."

https://daringfireball.net/linked/2026/05/20/brye-garageband

I agree. What matters is what people do w/ your product and/or service. Letting people do the previously impossible is a great feeling

#customer_experience #customer_focus #usability

"In Clayton Christensen’s book, Competing Against Luck, the authors delve into the importance of gaining a deep understanding of what your customers desire. The book lays out a Theory of Jobs to be Done in a very compelling way. This is a great example of extending #Deming ’s ideas with a great deal of useful content on how to effectively become more customer focused."

https://deming.org/jobs-to-be-done/

#Management #customer_focus #CustomerCentricity #Leadership

"If you have customers that see you as adequate you will keep customers based on inertia.

But you have several big problems awaiting you. Those trying to win your customers business only have to overcome inertia – which can be very low hurdle..."

https://management.curiouscatblog.net/2010/07/26/delighting-customers/

#Management #Leadership #customer_focus #CustomerCentricity

I have been spending my time and energy on the Curious Cat Management Improvement Institute recently.

The Curious Cat Management Improvement Institute is dedicated to furthering the education, professional growth and development of current and future managers and the practice of management in organizations.

https://management.curiouscatblog.net/2024/09/24/curious-cat-management-improvement-institute/

Please let me know if you have suggestions, comments or questions.

#management #respect_for_people #customer_focus #continual_improvement

I have been spending my time and energy on the Curious Cat Management Improvement Institute recently.

The Curious Cat Management Improvement Institute is dedicated to furthering the education, professional growth and development of current and future managers and the practice of management in organizations.

https://management.curiouscatblog.net/2024/09/24/curious-cat-management-improvement-institute/

Please let me know if you have suggestions, comments or questions.

#management #respect_for_people #customer_focus #continual_improvement

I have been spending my time and energy on the Curious Cat Management Improvement Institute recently.

The Curious Cat Management Improvement Institute is dedicated to furthering the education, professional growth and development of current and future managers and the practice of management in organizations.

https://management.curiouscatblog.net/2024/09/24/curious-cat-management-improvement-institute/

Please let me know if you have suggestions, comments or questions.

#management #respect_for_people #customer_focus #continual_improvement

Design Your Organization to Serve Customers Well
https://management.curiouscatblog.net/2024/06/26/design-your-organization-to-serve-customers-well/
"Around all these processes is potential information. And you can either use it or not use it. And in most places just waste it.
…
There is valuable information just running down the drain. If you have everybody turned on and looking at process and saying how can we make them work better, you need to get some information, you need to get some #data That is the way you actually solve problems."

#management #customer_focus

Don’t make it hard for customers to be heard.

Provide training and tools to employees to document customers voices. Train employees to learn as much as possible from customers. Value the time employees spend listening to customers and learning from them...

https://management.curiouscatblog.net/2021/03/02/learning-from-customers/

#management #respect_for_people #customer_focus

Customer delight requires understanding your customers needs and desires. Often even your customers don’t understand these well. Businesses that have a deep appreciation for what their customers, and potential customers, desire and that create systems to deliver solutions that delight those customers benefit greatly from that effort.

https://management.curiouscatblog.net/2017/01/10/cater-to-customers-desires-to-achieve-customer-delight/

#management #customer_focus

Delighting customers is critical to long term business success. Satisfied customers will remain your customers until they see the opportunity for something that might be better or is cheaper. Delighted customers are loyal and much more likely to remain customers.

Delighting customers is often about paying attention to the small details. Paying close attention to customer’s jobs to be done is a powerful tool. Then apply creative thinking...

https://management.curiouscatblog.net/2017/09/05/putting-up-a-mirror-to-customer-focus/

#customer_focus #management

Take great care in adding constraints to processes to avoid doing so needlessly.
...
I frequently find those forms even requiring a false answer since a response is required and none of the options are true.
...
Frequently I see unnecessary constraints creating the edge case excuse. By burdening your process with unnecessary constraints you create edge cases that fail and then use the excuse that each of the edge cases is rare...

https://management.curiouscatblog.net/2016/11/23/add-constraints-to-processes-carefully/

#management #usability #customer_focus

Why does Apple continue to fail at basic #usability so often?

Using Apple Maps on my Macbook. I select directions, give two locations and Apple maps says (shown in image).

I have to search on the web until I find that Apple Maps just doesn't give directions in that location. It isn't some temporary server access issue as the message Apple gives implies.

Why wouldn't your message just say that? Pitiful user experience imo.

#customer_focus

We often seem to add unnecessary complexity to software; creating fragile code that is frustrating to use...

https://management.curiouscatblog.net/2006/06/09/if-tech-companies-made-sudoku/

#customer_focus #softwaredevelopment #usability #management #Leadership

Kano model of Customer Satisfaction: Kano saw three types of customer satisfaction: required (basic quality also threshold requirements), more is better (performance quality) and delighter (excitement quality).

Customers expectations change over time...

https://management.curiouscatblog.net/2006/02/21/quality-customer-focus/

#customer_focus #CustomerCentricity #management #leadership #continual_improvement

Who would I select, as the leaders of management improvement (#lean_thinking, six sigma, #systems_thinking continual improvement, #customer_focus, innovation, #Leadership quality management, theory of constraints…) thought and practice in 2006?

https://management.curiouscatblog.net/2006/01/17/management-improvement-leaders/

Russell Ackoff – I find it difficult to imagine a list #management thought leader list, not including his name...

George Box: statistics, design of experiments, #data ...

James Womack and Daniel Jones...
Eliyahu M. Goldratt...

...using their web site and then talking to their service representatives was so painful, I was reminded what it was like dealing with them, in the past, and I thought better of entering into business with them again. It just isn’t worth risking being stuck dealing with poor customer service...

https://management.curiouscatblog.net/2006/01/10/customer-service-is-important/

#management #customer_focus #customers #customer_service

Superior Customer Experiences

"Oakley found that there is a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved financial performance."

Managing organizations is a complex endeavor. Employee satisfaction is one factor in an interdependent system that a manager must consider. The challenge is managing the interactions.

https://management.curiouscatblog.net/2005/11/19/superior-customer-experiences/

#management #psychology #customer_focus #respect_for_people

Customer Focus is Central to Lean Thinking

https://evop.blogspot.com/2012/04/customer-focus-is-central-to-lean.html

...Lean is also very concerned with customer value. From that perspective usability is directly relevant and fits perfectly in the lean context. Lean focused on the ideas of usability for customers in the world of physical products. Usability of software fits with this perfectly...

#management #lean_thinking #usability #customer_focus

@hubyrod
I have read Creativity, Inc and I thought it was great.

I wrote a blog post about it

https://deming.org/creativity-inc-using-demings-ideas-at-pixar/

"To me it seems like Pixar really has done a great deal to focus on what is important in order to create delight in their customers. And the explanations in Ed’s book seem to provide a sensible view on what Pixar was trying to do to create an organization that created exceptional movies."

#management #customer_focus #creativity