Technomanagers are leaders who focus first on technology and management systems, before focusing on their customers and internal/external partners. They must discover the key "servant leadership" principle — success comes through serving others.  more  

Several issues facing declining service levels and find 'what' rather than 'who' went wrong.  more  

Several considerations for an effective customer service program as part of core strategy to serve customers well.  more  

To make our teams or organizations into high performers, we need to "intensify" our service/quality levels. This can begin with management team exercises and comparing ratings from customers and/or internal partners.  more  

Through living in and empathizing with our customers' world, our innovation leaders focus the organization's development capabilities on solving problems or meeting needs that our customers may not realize could be done.  more  

A company's external customer service is only as strong as the company's internal leadership, and the culture of commitment that this leadership creates.  more  

Promise a little and deliver a lot, and ensure expectations match your delivery capabilities. Service reputation keeps customers coming back.  more  

We tend to define levels of service or quality through our own eyes and values. That may not be the way our customers or partners define it. If we're going to improve the service or quality delivered, we need to first understand how those we're serving, or producing for, perceive service or quality.  more  

Change direction from internal to customer focus, functional to horizontal management and management-centeredness to total involvement.  more  

Honesty and integrity are key ingredients in developing trust. Trust is a key element in establishing credibility. Our credibility is at the center of our ability to influence others and provide strong leadership. Examples of characteristics that are the hallmark of strong leaders — sincere, truthful, trustworthy, reliable, principled, and genuine.  more  

Discipline, consistency, and new habit formation moves organizations from Partial Quality Management to true Total Quality Management.  more  

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.  more  

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.  more  

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.  more  

We need to manage the paradox of paying close attention to closing today's customer and partner performance gaps while we explore, search, and create tomorrow's new markets, customers, and partners.  more  

Measure from the outside in to effectively focus, measure, problem-solve and improve your organization.  more  

Creating the conditions for self-motivations leads to satisfied employees producing satisfied customers.  more  

Most management teams are interested in becoming more "customer-driven." Many aspire, some understand, but only a few truly do. And those who do provide the highest levels of service/quality enjoy the richest rewards.  more  

Core values are critical to effectively leading people. Discover the Living Organizational Values approaches that can help you to avoid the pitfalls and pave your pathway to success.  more  

We can't build a team or organization that's different from us. Successful team or organization leadership begins with successful self-leadership. The first step in improving my team or organization is improving me.  more  

Customer focused organizations build internal communication processes around the valuable players that deal directly with the public.  more  

We have found that customer and partner focus can be boiled down to these three broad steps: Identify current customers and partners, prioritize expectations, and gap analysis.  more  

Appreciation of customer and employee perspectives and understanding process from the inside requires leaders to experience hands-on.  more  

Being market driven and customer focused relies heavily on the ability to listen effectively to customers, and front-line employees.  more  

Management can be tough, but leadership takes real courage. "Dumbsizing" sometimes provides short-term relief, while hurting companies in the long-term.  more  

We can't build a team or organization that's different from us. Successful team or organization leadership begins with successful self-leadership. The first step in improving my team or organization is improving me.  more