Customer Focus

Knowing What Your Customers Think Requires Proactive Effort

By John Hunter / December 19, 2021 / 0 Comments

Guest post by John Hunter, author of the Curious Cat Management Improvement Blog (since 2004). Don’t think customers will let you know if there are problems. Some will, most won’t. Even internal customers are often quiet. Learning the voice of the customer requires proactive effort. Doing so also requires designing your organization to seek out […]

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2019 ASA Deming Lecture, Walking with Giants: A Research Odyssey

By David Zack / March 21, 2020 / 0 Comments

Nicholas Fisher, University of Sydney, presents the 2019 ASA Deming Lecture – Walking with Giants: A Research Odyssey

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Standardize Improvements to Achieve Results

By David Zack / February 17, 2020 / 0 Comments

Part 2 of True Improvement vs Illusion of Progress, a presentation by Peter Scholtes.

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True Improvement vs Illusion of Progress

By David Zack / November 4, 2019 / 0 Comments

What are five ingredients of true improvement? Peter Scholtes gives us answers as well as a 7-step model for improvement in this timeless presentation.

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Customer Satisfaction and The Deming Way at Gallery Furniture

By David Zack / October 7, 2019 / 1 Comment

“Let’s fix the problem, not fix the employee.” The passion Jim McIngvale (“Mattress Mack”) of Gallery Furniture has for customers – and the Deming approach – comes through in this short but powerful interview with QualityMatters.

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Customer Satisfaction is Not Enough

By David Zack / December 3, 2018 / 0 Comments

To succeed over the long term, organizations must seek not to satisfy customers but to delight them.

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Iterative Customer Focus

By David Zack / August 20, 2018 / 0 Comments

Guest post by John Hunter, author of Management Matters: Building Enterprise Capability. On Statistical Techniques in Industry as a Natural Resource by W. Edwards Deming (1952) In the new way, management introduces, through consumer research, a 4th step, and runs through the 4 steps is a cycle, over and over … New Way Design the […]

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What Loss Will a Business Suffer Due to a Dissatisfied Customer?

By David Zack / June 29, 2018 / 0 Comments

Guest post by John Hunter, who founded curiouscat.com in 1996. You can’t know how much a dissatisfied customer will cost your business in the long run. You can make statistical judgements about how costly dissatisfied customers are to a business but those are loaded with many guesses. They can give a general indication of the […]

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Creating a Deep Commitment to Delighting Customers

By David Zack / April 24, 2017 / 0 Comments

Those organizations that can delight customers today and take the steps today that position the organization to delight customers in the future will prosper and grow. But building and maintaining a management culture that reinforces delighting customers and long term thinking is quite difficult. I have trouble finding businesses that are focused on delighting customers. […]

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What Business are We In?

By David Zack / April 10, 2017 / 0 Comments

That quote is from The New Economics, published in 1993. Still today many companies would benefit greatly from adopting this thinking. So often companies fail to focus on the needs of customers. So often companies focus on the short term to the detriment of long term success. We would all be better off if more […]

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