“Downey Savings & Loan receives high ratings from its customers in California in areas related to personal service and for being customer focused. Downey customers are also twice as likely to visit a branch as their primary transaction method, which contributes to higher overall satisfaction levels. Multiple convenient locations and extended operating hours in supermarkets positively increase customer perceptions of convenience for Downey.” HoursLevelsHigherPerceptionAreasIncreaseMethodSatisfactionCustomersFocusedSavingPrimariesCaliforniaRelatedBranchesMultipleLocationLoanPositivelyConvenienceSavingsConvenientRatingTransactionsSupermarkets Author:Jeffery Taylor
“Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.” WritingCultureSoundVoicePayAttentionTeamOfficeMessagesAreasScriptsCustomersChecksWelcomePay AttentionMailTelephonesService CultureWords And Music Author:Ron Kaufman
“Truly world-class firms are always examining their business processes and continuously seeking solutions to improve in key areas, such as lead time reduction, cost cutting, exceeding customer expectations, streamlining processes, shortening time to market for new products, and managing the global operation.” WorldProcessClassCuttingProductsKeysCostSolutionsExpectationsAreasSeekingCustomersFirmOperationsReductionExaminingWorld ClassNew ProductsStreamlining Author:Daniel Baldwin
“Some of the best ideas throughout the company's evolution have been from places all throughout the company whether it's an engineer or someone on the customer support team. Just different areas around the company.” Has BeensIdeasDifferentCompanySupportTeamEvolutionAreasCustomersEngineersCustomer Support Author:Mark Zuckerberg
“Focus on your customers and make that restaurant synonymous to where you are in terms of area.” TermFocusAreasCustomersRestaurantsWhere You Are Author:Gordon Ramsay
“I believe that management should focus on two particular areas. One is Gemba (shop floor) and the other is customer (not the shareholder).” ShouldBelieveTwoI BelieveFocusParticularAreasManagementCustomersShopsShareholders Author:Masaaki Imai
“The oil industry is a stunning example of how science, technology, and mass production can divert an entire group of companies from their main task. ... No oil company gets as excited about the customers in its own backyard as about the oil in the Sahara Desert. ... But the truth is, it seems to me, that the industry begins with the needs of the customer for its products. From that primal position its definition moves steadily back stream to areas of progressively lesser importance until it finally comes to rest at the search for oil.” NeedsImportantSeemsMovingScienceCompanyTechnologyGroupsExamplePositionProductsIndustryTruth IsMassAreasTasksImportanceDefinitionsProductionsExcitedCustomersOilDesertStreamsPrimalBackyardsStunningOil CompaniesScience TechnologyMass ProductionOil IndustrySaharaSahara Desert Author:Theodore Levitt