Replying to LO29057 --
Gerrit
I haven't read Fred's book.
However, close on 40 years' work has consistently shown me that there is
very little effort put into understanding what the customer really wants.
Rarely do I find a company that has made a statistical study of the
demands placed upon it by its customers. To the question "What are your
customers really asking for?" I constantly get a blank response.
And as to "How do you know you are matching your customer's demand?" I
get an even hazier look.
And yet these are two very simple measures to get, and to work from.
Roy Greenhalgh
Gerrit Visser wrote:
> A year ago I posted in the Learning Organization List LO26924 -- about a
> seminary of Charles Fred at the Amsterdam ELearning Expo.
> http://www.learning-org.com/01.07/0005.html and was inspired by Charles
> approach on new learning methods and his sparking presentation about
> Delivering Value to Customers - Fast!
>
> Fred's book demands that businesses wake up and take notice of how well or
> not) their employees are at handling customers or clients. Based on
> business interviews with organizational leaders, the book helps
> the business leader train employees more efficiently, faster, and with
> better retention rates, how to deliver exemplary customer service.
--Roy Greenhalgh <rgreenh@attglobal.net>
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