I don’t know about you but over the years, I’ve noticed a huge drop in customer service standards across the board. From banks, pharmacies, retail, hospitality, bad service is rife. Sometimes it’s not bad per se, it’s just “inconvenient”. Through its “misguided convenience” it becomes bad because it treats the customer as an idiot. We’re […]
How To Connect With Our Audience (or Customers): A Lesson from the Arts
Last night, we saw the new musical production of Les Miserables at Her Majesty’s Theatre in Melbourne. We bought a souvenir program and wandered up the stairs to seek out a comfortable lounge to relax before the show started. I flicked through the program and read the short biographies of the cast and was surprised to […]
Getting Close to Your Customers
Today I had a fabulous day. One of the initiatives at our workplace is for non-customer facing staff to spend a day out in the business. They call it a ‘Gemba’ day. Wikipedia defines it as: Genba (現場 genba, also romanized as gemba) is a Japanese term meaning “the real place.” In business, genba refers to the place where value is created; in manufacturing the genba is […]