David Scott explains why back office optimisation underpins competitive advantage and how its transformation reaps significant rewards regardless of sector or commercial environment.
There are many definitions of operational excellence some extremely broad and others incredibly focused. With so many definitions it can be difficult to understand what operational excellence means and how […]
What is operational excellence and why it matters Read More »
Customer satisfaction is a multi faceted subject, and in this post we’ll be introducing a variety of ideas on how your operation can improve satisfaction levels. There’s no single activity
Improving customer satisfaction in your operation Read More »
In this post we’re talking about why your managers are key to delivering exceptional customer service. This is a vast and complex subject so we’re not going to get into
In this post we’re talking about the importance of customer-centric metrics and how changing your perspective on your measurements can make a dramatic difference to your operation. We can’t cover
Why developing customer centric metrics increases satisfaction scores Read More »
Since Fred Reichheld developed the Net Promoter Score (NPS) back in 2003, it has been widely accepted as one of the most reliable indicators of customer satisfaction and loyalty. Reichheld
If you’re new to role and dealing with unfamiliar service functions, you’ll want to quickly get to the heart of the operation and understand just what it is you’ve inherited.
Discover How To Rapidly Improve Operations Service, Reduce Waste & Cost Overheads Read More »
If you’re new to role and dealing with unfamiliar service functions, you’ll want to quickly get to the heart of the operation and understand just what it is you’ve inherited.
Discover How To Rapidly Improve Operations Service, Reduce Waste & Cost Overheads Read More »
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