12th February 2007
Today's media-saturated world challenges people to comprehend and respond quickly to a plethora of visual messages! Did you know that more than 300,000 new book titles appear annually, and over 18,000 magazines exist just in the U.S.? Our colleagues, empl...
Read >
13th December 2006
Consistently pleasant customer experiences produce "raving fans" who spread positive "buzz" about our products and services. In contrast, even a single unhappy experience can sour a customer, who may then take her business elsewhere. This customer often d...
Read >
16th November 2006
Copyright 2006 Adele Sommers
Striving for simplicity in the design of our products and services is a major step we can take toward ensuring customer satisfaction, boosting our bottom line, and keeping our relationships smooth and headache-free.
In P...
Read >
13th November 2006
When we aim for consistency in our communications, values, messages, images, offerings, and the customer experiences we create, we take another significant step toward developing long-lasting and meaningful customer relationships that will boost our botto...
Read >
17th October 2006
Wouldn't it be great to have thoroughly trained experts handle every issue and solve every problem in your organization? Imagine what a perfect world it would be if, after hiring bright and eager people, you could provide them with a limitless amount of t...
Read >
14th August 2006
Copyright 2006 Adele Sommers
What's the real formula for customer happiness? First, let's review what we know about customer unhappiness. We know that consumers expect our offerings to work exactly as advertised. Yet our products and services can intro...
Read >
16th July 2006
Copyright 2006 Adele Sommers
Are you wrestling with cranky customers, low-vitality products, congested services, and an aching bottom line? You certainly don't need to. Why exactly does this occur?
One major reason is that consumers expect products ...
Read >
16th June 2006
Copyright 2006 Adele Sommers
Regardless of how good you believe your offerings or project solutions are, your clients and customers will be responding to "quality in perception" even more than "quality in fact." Quality in perception refers to things l...
Read >
21st May 2006
Copyright 2006 Adele Sommers
Do you strive to ensure that your customers enjoy downstream success? Are you mostly concerned with your own financial gain, or do you also express a desire to see that your customers will succeed? If it's the latter, are y...
Read >
14th April 2006
Copyright 2006 Adele Sommers
Why do some projects proceed without a hitch, yet others flounder? One reason may be the type and quality of the questions people ask at the very start. Below are 17 insightful queries that can expose the uncertain aspects ...
Read >
13th March 2006
Copyright 2006 Adele Sommers
It's two weeks before the deadline. But your project is at least six weeks behind! Everyone is sweating bullets. As project leader, you're wringing your hands. A volcano of surprises has erupted since the project launched t...
Read >
14th February 2006
Copyright 2006 Adele Sommers
Getting a handle on project risks is a slippery job, but well worth the effort if you and your project team desire to sleep more soundly at night. In Part 2 of this series, we identified various risks related to choosing, e...
Read >
11th January 2006
Copyright 2006 Adele Sommers
Being optimistic is a wonderful thing, but being overly optimistic -- in the face of unrealistic odds -- can sabotage a project's success. Over-optimism abounds when people view every project as a "must-win" effort while fa...
Read >
17th December 2005
Copyright 2005 Adele Sommers
Does your organization see every opportunity as a "must-win" project, even when it's a poor fit for your in-house talents? If so, this is one of several viewpoints that can blind your company to potential problems ahead. In...
Read >
31st August 2005
Copyright © 2005 Adele Sommers
I'm sure you've experienced those typical "headache" meetings! You know the kind I'm talking about -- the ones where the key players are running late, no one knows exactly why the meeting was called, and there's not a sin...
Read >
Adele Sommers, Ph.D. is the author of the award-winning "Straight Talk on Boosting Business Performance" success program. She helps people "discover and recover" the profits their businesses may be losing daily through overlooked performance potential. Adele is currently a freelance business consultant and the president of an award-winning chapter of the Society for Technical Communication (STC). She also has taught college courses on project planning and systems thinking.
RSS Feed