Season 1 – Episode 25: Introducing the Four Questions Today, we start a series of episodes focused on answering the critical question –What Is the State of Customer Experience Today? As 81% of the UK's economic output comes from the service industry, understanding how to improve customer experience has never been more important. Every few weeks, we will be asking guests for their perspectives on the following questions: What's the state of customer experience? Why do you think that? Who provides a good customer experience? How would you improve the customers' experience? To kick things off, we will give our perspectives on these questions. … [Read more...]
The Impossible Trade-off Between Cost and Service
Season 1 – Episode 9: It Is Much Easier Than You Think This week, we tackle the challenge of balancing cost and service delivery. Organisations and teams often struggle with this challenge, so we explore why and then explain how you can have your cake and eat it too. If you enjoy this episode, please check out our other episodes, follow, like and review the show. If you have any questions, comments or thoughts on what we discuss, please drop us a line at Jimmy@ajobdonewell.com or James@ajobdonewell.com Further Information Cost Versus Service Quality Handout. Transcript James: 0:03 hello, I'm James. Jimmy: 0:04 Hi, I'm Jimmy. James: 0:05 Welcome to A … [Read more...]
What Gets Measured Gets Done
Season 1 – Episode 3: The Power of Numbers Jimmy and James discuss the impact of measures and how to use them. They discuss the power and pitfalls of measuring performance and progress. Ever experienced targets at work? Unintelligible coloured graphs? A metrics storm of measures and wondered why things aren't getting better. This is the podcast for you….. Transcript Episode 3: What Gets Measured Gets Done [00:00:00] James: hello, I'm James. [00:00:04] Jimmy: Hi, I'm Jimmy. [00:00:05] James: Welcome to A Job Done Well, [00:00:08] Jimmy: The podcast about the world of work and how to improve the daily grind. Well, James, how has your … [Read more...]