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Customer Focus, Feedback and Service Strategy To create customer-focused teams, employees must understand that they win when the customers win; there is more to this positioning than meets the eye. The customer win has to be defined so that the company also wins. If you ask customers what they want they will tell you I […]
Most companies employ a periodic employee review program, typically comprised of a major annual review and sometimes complimented by a formal mid-year feedback session. Examination of these programs reveals most performance ratings are based on those individual behaviors, events, and accomplishments occurring within a few weeks of a review’s development. Consequently, employees achieving great success throughout the year, particularly those with significant achievements earlier in the period, feel cheated by a process that frequently overlooks these accomplishments.
“The trouble with using experience as a guide is that the final exam often comes first and then the lesson.” Anonymous
Secrets of Power Problem Solving by Roger Dawson About the Reference Secrets of Power Problem Solving by Roger Dawson provides an insightful examination of the theories and practices associated with decision-making. Throughout his book, Roger challenges commonly held beliefs about the decision-making process and provides actionable methods to effectively address problems of all types… of […]
What is a Customer Focused Team? The word ‘team’ is overused in business; it gets applied to any group of humans in a work setting. However, when you define a team as everything, you end up with nothing. The best and most concise definition for corporate teams I have found comes from The Wisdom of […]
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