There are many things required for organizations to thrive: effective processes, good data and decision making, valuable products & services, a solid strategic plan. But all of those things -- indeed, organizational excellence itself -- requires people! The Performance Excellence Network -- in partnership with the Wisconsin Center for Performance Excellence and the Iowa Quality Center — is [...]
Explore one of the best ways to truly understand your customers: Journey Mapping Today, the customer journey is much more complex and varies widely across different organizations and customer segments. It is no longer the product that is the focal point; it is the experience the company delivers. The Performance Excellence Network is pleased [...]
Discussion postponed until later this spring -- NO BREAKFAST FEB 9!! Focusing on customers is critical to sustaining long-term organizational success. The Performance Excellence Network is pleased to welcome Michelle Priggen, Director of Special Projects, and Kyle Mullen, Chief Program Officer, of Cardinal of Minnesota, Ltd., to our February 9 Rochester PEN breakfast discussion: [...]
As the story goes, a guest at Disney World once asked “what time is the 3 o’clock parade?” That’s a peculiar question, mainly because it normally would lead to an obvious answer. But Disney Cast Members (their word for employees) are trained to probe beyond the obvious so that they can provide an extraordinary Guest [...]
Sometimes the most powerful insights come from the most disastrous experiences. This is particularly true as it relates to poor customer service – something with which, unfortunately, all of us can relate. As Bill Gates once said: “Your most unhappy customers are your greatest source of learning.” It was the morning of May 15, [...]
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