Managing Customer Expectations

By managing customer expectations using business process management, organisations can simultaneously reduce costs, improve service and grow revenue.

Friday, October 30, 2009

Westpac wrong on closing bank branches

This is a sign that this banks is now starting to understand that customers want to deal with real people. But is it going far enough? There...

Monday, August 24, 2009

Finally - A Bank That Wants to Help Their Customers

Now here is a bank that is looking to provide services that its customers might actually need rather than telling the customer what they wan...

Monday, August 3, 2009

The Evolution of Business Process Excellence

Here is an excellent article on the evolution of Business Process Excellence. It starts with the early days of Total Quality Management, Bus...

Saturday, July 18, 2009

The Opportunity for Business is the Customer Inexperience

The reason businesses are in business is to serve customers. "There are many opportunities for businesses to help customers free up tim...

Thursday, July 9, 2009

Apple iPod

It is interesting that throughout history, there are many examples of where the first person or company that created something new were not ...

Sunday, June 28, 2009

Why customers may never become customers again

Where there is so much competition around, you have to earn a customer's loyalty and that means providing " great products at the r...

Wednesday, June 24, 2009

How company's waste money

Here is a great blog post from The Process Ninja about Fantastic Furniture. This post highlights the importance of process and what can hap...

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David Mottershead

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