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The Rackspace Customer Experience Secret Sauce: An Interview with Rackspace...
The post The Rackspace Customer Experience Secret Sauce: An Interview with Rackspace COO Mark Roenigk appeared first on shmula.I am very excited to present this interview with Mark Roenigk, the Chief...
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Applying Continuous Improvement to Service Delivery with Adam Ramshaw
The post Applying Continuous Improvement to Service Delivery with Adam Ramshaw appeared first on shmula.We’re please to host Adam Ramshaw today, a Customer Experience consultant with more than 20 years...
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Inventory Management: Is Reshoring US Manufacturing the Answer?
The post Inventory Management: Is Reshoring US Manufacturing the Answer? appeared first on shmula.We’re pleased to have David Hutchinson provide this op-ed article on his thoughts about trend of...
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Boeing Factory Tour [video]
The post Boeing Factory Tour [video] appeared first on shmula. If you’ve ever wanted to see how airplanes are made, here’s an interesting video of the Boeing Factory Tour. The post Boeing Factory Tour...
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Ben and Jerry’s Factory Tour [video]
The post Ben and Jerry’s Factory Tour [video] appeared first on shmula.Ben and Jerry’s Ice Cream is a pretty fascinating organization. Not only do they make great tasting ice cream, but they sincerely...
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Gibson Factory Tour [video]
The post Gibson Factory Tour [video] appeared first on shmula. I live in Nashville, but I still haven’t been on a Gibson Factory Tour. Thankfully, there’s a video available to see how guitars are made....
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Harley Davidson Factory Tour [video]
The post Harley Davidson Factory Tour [video] appeared first on shmula. This video of the Harley Davidson Factory Tour shows how Harley makes motorcycles. Let me know a couple of interesting items that...
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Heinz Factory Tour [video]
The post Heinz Factory Tour [video] appeared first on shmula.Who hasn’t heard of Heinz? Yeah, that’s what I thought. They have been around for over 100 years and are an American icon – the ketchup is...
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Hershey Factory Tour [video]
The post Hershey Factory Tour [video] appeared first on shmula.For all you chocolate lovers out there, today we present a video of the Hershey Factory Tour. In this video, the narrator begins with the...
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Corvette Factory Tour
I’m not really into cars, but I love learning about how cars are manufactured. The corvette is an American icon and, like you I’m sure, I’m interested in learning how the chevrolet corvette is made....
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Developing Customer Personas To Create Customer Journey Maps
Developing Customer Personas are a critical step in building Customer Journey Maps. Keeping in mind the purpose of the exercise is key: We develop customer journey maps in order to gain empathy for...
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Customer Service Awkward Moments: Live Human is Busy
Have you ever experienced an odd customer service moment? That was a trick question – of course you have. We all have. And, I just experience one yesterday. So, I’m naming this article “Customer...
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Where’s My Pizza? Behind The Scenes at Domino’s Pizza Tracker
Domino’s Pizza Tracker Process – A Behind the Scenes Look at what actually happens in the Domino’s Pizza Kitchen and how the steps in the kitchen connects to the steps in the Pizza Tracker – the tool...
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How to Game the Net Promoter Score
Among other philosophical questions you’ve pondered, I’m sure you’ve also asked yourself “How to Game the Net Promoter Score?”. Well, I’m here to answer that question for you. How to apply an effective...
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If Six Sigma Drains Employees’ Creativity, This Business Practice Has it Beat
Recently, Andrew Smart, a Human Factors Scientist, makes an entertaining case against Six Sigma 1. He claims that Six Sigma drains employees’ creativity. He makes an interesting case that is both...
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Lean Transformation at Saskatchewan Children’s Hospital
This video shows the efforts made to implement Lean at Saskatchewan Children’s Hospital. What is so great about this video is that it shows the people involved, how they felt about Lean, how involved...
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Call Center Balancing Act: Cost and Customer Satisfaction
It’s not a surprise that most call centers are very cost focused and not completely customer focused. There’s an upside and a downside to this approach: on the one hand, call centers are traditionally...
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Deconstructing Noah Kagan’s Email and Principles for Leading Lean Enterprise...
Or Any Change Management Program [Click to Tweet This Article] Noah is the founder of a company called AppSumo, which is kind of like Groupon but focused on entrepreneurs – tools entrepreneurs need to...
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Troubleshooting a Troubled Process Map
When the problem itself is the tool we use to describe the problem, then you really have a problem. This is the case with the Rug Doctor Troubleshooting Process Map. Let me explain. Several weeks ago,...
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The One Skill You Need to Solve Any Problem But Probably Aren’t Using
Yes, the title is a bit dramatic. But, I’m trying to make a point as well as liberally applying some creativity to my copywriting. So, what is the one skill you need to solve any problem but aren’t...
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