Voice of the Customer ← Anthony DoMoe

Crunchy Ranch Dressing 1

Jan

11

2017

With the start of the new year, I polled my followers on Twitter and asked what they’d like to see me blog about in 2017. Overwhelmingly, the answer was “statistics” (weird, right?). However, before I move into that realm I’d like to write about my experiences today as a customer, and how they could have ...

Book Review: Implementing Change in the NFL 1

Oct

2

2016

I just added a new book to my Resources page on my site. Mike Pereira’s new book After Further Review: My Life Including the Infamous, Controversial, and Unforgettable Calls That Changed the NFL has some great nuggets on change management that apply to any change methodology you may be using. It is a must-read if ...

How Respect Influences Engagement 2

Aug

4

2016

I recently conducted a 5S workshop and encountered what is commonly referred to as “the frozen middle” (mid-level managers who, either intentionally or unintentionally impede change). While working with my team to design our new process flow, a member of our front-line leadership team walked past us and commented that our design “would never work” ...

Customer Disservice (or, “How to Break a Process”) 3

Jun

24

2016

Have you ever gotten really crappy service from a broken process? My wife and I recently completed a trip from Richmond, Virginia to Reno, Nevada (through Dallas/Fort Worth) on an airline I won’t mention (although I’ll say that it is the most patriotic of airlines if you happen to be American). Their passenger check-in process ...

Hearing Voice of the Customer at Alamo

Jun

14

2016

My wife and I are on vacation and after a long flight from our home base of Reno to Richmond, Virginia, we wandered up to the rental car garage at the airport; we were tired and it showed. We were warmly greeted by Tyisha, who was about to become our best friend and the expert ...