Vele Galovski | Profitable ARR Growth

Tag: Customer service

  • Outcome Engineering: A New Framework for Success

    The thought of consistently achieving business outcomes can be overwhelming. There are so many moving parts to manage: Technology platforms, business processes, and the skills of your employees are just the beginning of the considerations. The outcome engineering framework is a great tool to accelerate your transformation efforts. Management by Fact Successfully transforming your business…

  • Why is aligning your organization to deliver outcomes so difficult?

    Suppliers need to make a conscious choice to break with the past – aligning your organization to deliver business outcomes won’t happen on its own. You would think that focusing your organization on achieving outcomes would be as fundamental as getting up in the morning. But it’s not. Here’s why. Make, Sell, Ship . .…

  • Praise for The Perpetual Innovation Machine

    Praise for The Perpetual Innovation Machine

    Take a look at what executives and thought leaders are saying about The Perpetual Innovation Machine, a book that describes a holistic approach to management which uses data-driven analysis, skillful prioritization, inspiring leadership and the ‘lost art’ of employee engagement to achieve exceptional results. Competition in the 21st Century is about ‘innovation as a mindset…

  • Key Drivers Ed: How to find opportunities for big improvements in Customer Delight

    “Knowledge is the process of piling up facts; wisdom lies in their simplification.” – Martin H. Fischer, American Scientist, educator, and author Focusing on Customer Delight is an admirable goal, identifying the specific issues that have the biggest impact on the customer experience is where the real work begins. I call them “Key Drivers” of…

  • Front Line Employees Hold the Key to Long Term Growth

    The strong correlation between Long Term Growth and Employee Satisfaction I’d like to start this post by asking three quick questions. They all relate to important issues that affect your business. When was the last time you were delighted when you did business with a service company? What role did an employee of that company…

  • The Difference Between Service, Satisfaction, & Loyalty

    In an attempt to create a loyal following, Leaders are often disappointed because they confuse the concepts of Service, Satisfaction, and Loyalty. While error-free service and pleasant interactions are key components to any product offering, loyal customers are the only ones that can help you grow your business (see Raising the Bar on Customer Satisfaction http://wp.me/p28Mqi-7) and create…

  • Customer Retention: How to get the Gift that Keeps on Giving

    Small improvements in customer retention can lead to significant improvements in the bottom line . . . year after year after year. When it comes to Customer Retention, you can do better Most companies retain 85% to 87% of their customers. That’s not bad. In school, you’d get a B+ for that kind of performance.…