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 By Rob Berman, on April 21st, 2010 The U.S. Bill of Rights was established December 15, 1791. How long have your customers had their own Bill of Rights? I view a Customer Bill of Rights as the codification of what we say about our approach to customers. Customer Touch Points We have many touch points with customers and potential […]  By Paul Slater, on April 20th, 2010 In order for a facilitator to ensure their group delivers to the best of their ability he/she needs to use a set of seven skills at all times. 1. Leading It’s down to the facilitator to determine how they are going to lead the group from their starting position through to […]  By Suprio Ghatak, on April 19th, 2010 Insecurity is the reason. If humans are insecure they would like to conceal whatever little knowledge they have. This is true not only in the professional scenario but in all walks of life. Large organizations know a lot of things, but they don’t always know what they know. Everyone benefits by sharing information. It […]  By Henry Gregor, on April 15th, 2010 Please read Part I and Part II for background information before reading Part III. VP for Service Businesses A service is the action of doing something for someone, or an entity. It is largely intangible (i.e. not material). A product is tangible (i.e. material) since you can touch it and own it. A service […] By Henry Gregor, on April 14th, 2010 Please read Part I for background information prior to reading Part II. Value-Factors Details of the needs and wants of customers in any segment should be clearly understood as should their decision-making process structures. This data should be obtained by individual interviews, or by focus group studies, or other means. Remember that the VP […] |
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