Customer Orientation as Competitiveness Indicator: ‘Degree of customer orientation’ is one of the 114 indicators comprehensively studied by World Economic Forum (WEF) to arrive at a competitiveness index for each of the participating countries and to update the Global Competitiveness Report (GCR) year after year.…
4 Ways, a Service Engineer* Can Boost Customer Value (3. As Salesman)
Service Engineer as a Salesman When we talk of a service engineer also being a salesman for the company, one tends to relate this statement with selling of spare parts. Yes, of course, it is necessary to sell spare parts…
What is ‘Schizophrenia’ doing in the Title of a Customer Management Book?
Last week I addressed a two-day in-house Customer Service Workshop for an ATE Group company in Bengaluru (India). The first day of the workshop was largely built around my book Organisational Schizophrenia, the copy of which was made available by…
Shun “The Dumbest Idea”! Or, End Up With Dumb Customer Service.
Picked up from a statement made by Jack Welch in 2009[1], the “The Dumbest Idea” phrase has been cited so very often in media debates that it has now become synonymous with the term ‘share holder value maximisation.’ The full…