Tag Archives: customer satisfaction

Process improvement in P & O Ferries

This video on the OEE Consulting webpage explains how P & O series went about improving their customer experience in their food court.  This company features as the end of chapter case in chapter 8, which can be read in … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 09 Quality, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Quality management at John Deere combines

This promo video gives great insight into how quality is managed in the John Deere factory, with examples of quality inspection, quality assurance, and continuous improvement.

Posted in Chap 09 Quality | Tagged , , , | Leave a comment

Social media and customer service

I do not often do this, but this blog is about another aspect of Wyndham Hotels’ approach to customer service, from the same Forbes story posted yesterday.  It’s worth separating out from yesterday’s blog because it deals with a very … Continue reading

Posted in Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment

No brainer – customer service starts with the CEO

I love this Forbes story about Geoff Ballotti, CEO of Wyndham Hotels.  First, it emphasises something that is at the core of successful operations management – aligning the organisational culture with the strategic goals of the firm – and the … Continue reading

Posted in Chap 08 Queuing and customers, Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Quality gaps in the digital customer experience

Last week, Capgemini launched their report – ‘The Disconnected Customer: what digital customer experience leaders teach us about reconnecting with customers‘ (PDF available here).  This is based on research with 600 executives and 3,000 consumers.   It seems that this … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged , | Leave a comment

How hotels can exploit the internet of things

It is easy to think of the ‘internet of things’ as smart devices ‘talking’ to and interacting with each other.  But it’s not just that.  If one of the devices is the smart phone in the hands of a customer, then … Continue reading

Posted in Chap 08 Queuing and customers, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

An alternative view of how to handle complaints

I blogged about complaint handling on January 17 this year.  But I’ve just come across this article – ‘7 Science-Backed Strategies for Dealing with Angry Customers’.  What’s interesting is that my earlier blog also listed 7 things to do, so … Continue reading

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National Trust – five years on

The National Trust is an interesting operation, or rather set of operations, to blog about.  It faces various challenges not typically found in commercial businesses. It relies very heavily on membership and donations to help support its work, although it … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Public Services & Charities | Tagged , , | Leave a comment

Barlows – five years on

I’ve been taking a look back at how the blog has developed over the last five years.  One of the first operators that I blogged about was Barlows – the Sheffield based shopfittters.  I then blogged about them again in … Continue reading

Posted in Chap 02 Winning Customers, Sector: Retail | Tagged , , , | Leave a comment

“Best ever complaint letters”?!*$%?

I’ve known about the ‘Virgin Atlantic: Mumbai to Heathrow Inflight Food‘ complaint letter ever since it went viral.  Indeed I used it in one of my classes.  But I have only just come across this website http://www.dearcustomerrelations.com, which was set up … Continue reading

Posted in Chap 02 Winning Customers, Chap 08 Queuing and customers, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , | Leave a comment