"In Clayton Christensen’s book, Competing Against Luck, the authors delve into the importance of gaining a deep understanding of what your customers desire. The book lays out a Theory of Jobs to be Done in a very compelling way. This is a great example of extending #Deming ’s ideas with a great deal of useful content on how to effectively become more customer focused."

https://deming.org/jobs-to-be-done/

#Management #customer_focus #CustomerCentricity #Leadership

"If you have customers that see you as adequate you will keep customers based on inertia.

But you have several big problems awaiting you. Those trying to win your customers business only have to overcome inertia – which can be very low hurdle..."

https://management.curiouscatblog.net/2010/07/26/delighting-customers/

#Management #Leadership #customer_focus #CustomerCentricity

I have been spending my time and energy on the Curious Cat Management Improvement Institute recently.

The Curious Cat Management Improvement Institute is dedicated to furthering the education, professional growth and development of current and future managers and the practice of management in organizations.

https://management.curiouscatblog.net/2024/09/24/curious-cat-management-improvement-institute/

Please let me know if you have suggestions, comments or questions.

#management #respect_for_people #customer_focus #continual_improvement

Design Your Organization to Serve Customers Well
https://management.curiouscatblog.net/2024/06/26/design-your-organization-to-serve-customers-well/
"Around all these processes is potential information. And you can either use it or not use it. And in most places just waste it.
…
There is valuable information just running down the drain. If you have everybody turned on and looking at process and saying how can we make them work better, you need to get some information, you need to get some #data That is the way you actually solve problems."

#management #customer_focus

Don’t make it hard for customers to be heard.

Provide training and tools to employees to document customers voices. Train employees to learn as much as possible from customers. Value the time employees spend listening to customers and learning from them...

https://management.curiouscatblog.net/2021/03/02/learning-from-customers/

#management #respect_for_people #customer_focus

Customer delight requires understanding your customers needs and desires. Often even your customers don’t understand these well. Businesses that have a deep appreciation for what their customers, and potential customers, desire and that create systems to deliver solutions that delight those customers benefit greatly from that effort.

https://management.curiouscatblog.net/2017/01/10/cater-to-customers-desires-to-achieve-customer-delight/

#management #customer_focus

Delighting customers is critical to long term business success. Satisfied customers will remain your customers until they see the opportunity for something that might be better or is cheaper. Delighted customers are loyal and much more likely to remain customers.

Delighting customers is often about paying attention to the small details. Paying close attention to customer’s jobs to be done is a powerful tool. Then apply creative thinking...

https://management.curiouscatblog.net/2017/09/05/putting-up-a-mirror-to-customer-focus/

#customer_focus #management

Take great care in adding constraints to processes to avoid doing so needlessly.
...
I frequently find those forms even requiring a false answer since a response is required and none of the options are true.
...
Frequently I see unnecessary constraints creating the edge case excuse. By burdening your process with unnecessary constraints you create edge cases that fail and then use the excuse that each of the edge cases is rare...

https://management.curiouscatblog.net/2016/11/23/add-constraints-to-processes-carefully/

#management #usability #customer_focus

Why does Apple continue to fail at basic #usability so often?

Using Apple Maps on my Macbook. I select directions, give two locations and Apple maps says (shown in image).

I have to search on the web until I find that Apple Maps just doesn't give directions in that location. It isn't some temporary server access issue as the message Apple gives implies.

Why wouldn't your message just say that? Pitiful user experience imo.

#customer_focus

We often seem to add unnecessary complexity to software; creating fragile code that is frustrating to use...

https://management.curiouscatblog.net/2006/06/09/if-tech-companies-made-sudoku/

#customer_focus #softwaredevelopment #usability #management #Leadership