Together with my co-founder Hans Lodder I regularly discuss the level of interest you show in our Results2Match community blogs. Since we are not aiming to be bestseller authors, the absolute number a blog is read is not the measure for our “success” (although it is nice to be read by a lot of peers!). More important is that we do try to listen to our audience as to identify topics that seem worthwhile to address.

Customer service can keep your customers coming back. This is of all times: Good or bad times. In order to win the customer service battle, you must differentiate your services. AT Kearney published a recipe how to implement customer service differentiation. Hans Lodder reports, and comments based on his extensive experience. An health care example demonstrates how.

Regular readers know that I'm quite passionate on performing effective business intelligence (BI), feeding sensible KPI's, quite the opposite of the expensive self-fulfilling technological driven BI-solutions most organizations seem fit to undertake. It seems we have a Berlin-wall here between the people that think like me and the BI-vendors. In The Netherlands this wall appeared after a survey by consultancy and analyst company Passioned (nice name!).

AT Kearney has noticed that an average management report consists of 25 to 30 pages with 12,000 to 15,000 data points. Less than 5% of the performance indicators is used.