The Effortless Experience
- Try not to tell the story in cut-and-dried, mechanistic fashion. When service problems rise, sales fall. As sales fall, sales force efforts rise. Instead, make it come alive. Add illustrations and short anecdotes so others know exactly what you mean. . . . This means the level of service drops. We just can’t keep to the delivery schedules we promis
Art Kleiner • The Fifth Discipline Fieldbook: Strategies for Building a Learning Organization
. From the standpoint of being a learning organization, is your business a place where people continually expand their capacity to create results that are truly desired? 2. Would your company be described as nurturing new and expansive patterns of thinking, and is it a place where collective aspirations are set free and where people are continually
... See moreJoseph Michelli • The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
Crucially, Hunter also stopped counting the ‘handle time’ per call that rushed representatives and motivated them to transfer customers so they would be someone else’s problem.
Calvin Jones • Understanding Digital Marketing: Marketing Strategies for Engaging the Digital Generation: Volume 1
“The First Law of Service,” expressed as a formula: SATISFACTION equals PERCEPTION minus EXPECTATION