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Dispatches From the Front - The poor telephone etiquette you encounter in doctors' offices isn't health care's largest problem, but it may be representative.
Guaspari, John - In: Across the board (2004), pp. 55-56
Persistent link: https://www.econbiz.de/10006693631
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Dispatches From the Front - Focusing on your customers sounds like it should be a good thing, but it doesn't give the significant change in perspective you need.
Guaspari, John - In: Across the board (2004), pp. 63-64
Persistent link: https://www.econbiz.de/10006693733
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Dispatches From the Front - If companies can "create a burning platform," as many of them did in the 1990s, I say they should be allowed to "toss customers down a well."
Guaspari, John - In: Across the board (2003), pp. 63-64
Persistent link: https://www.econbiz.de/10006694060
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Dispatches From the Front - I've said that there is no such thing as an internal customer. I know when to admit I'm wrong.
Guaspari, John - In: Across the board (2003), pp. 55-56
Persistent link: https://www.econbiz.de/10006694209
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Dispatches From the Front - If your employees are spending more time gaming the system than serving your customers, it's costing you money.
Guaspari, John - In: Across the board (2003), pp. 63-64
Persistent link: https://www.econbiz.de/10006694411
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Dispatches From the Front - Marketing executives would like to think that everyone else screws up their golden plans -- But they're ready to take on some of the blame.
Guaspari, John - In: Across the board (2003), pp. 71-72
Persistent link: https://www.econbiz.de/10006694764
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Dispatches From the Front - To get a real picture of how your company is doing, sometimes you need to look from a different perspective.
Guaspari, John - In: Across the board (2002), pp. 63-64
Persistent link: https://www.econbiz.de/10006695203
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Dispatches From the Front - If you look primarily to technology to solve your customer-service problems, you're going to miss something very important.
Guaspari, John - In: Across the board (2002), pp. 55-56
Persistent link: https://www.econbiz.de/10006695344
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Dispatches From the Front - Unless practitioners make some serious changes, internal branding is going to die the same death as Total Quality Management.
Guaspari, John - In: Across the board (2002), pp. 67-68
Persistent link: https://www.econbiz.de/10006695491