Tag: Book resume
The 3 engagement levels

4 minutes Before setting goals or managing with goals, it’s important to understand how motivation works. Several researchers have asked the question. In this article, I explain the three levels of motivation, as described by Mihály Csíkszentmihályi, Edward L. Deci and Richard M. Ryan, and democratized by Dan Pink in his book…
Remove waste in services’ sector?

4 minutes The lean and Six Sigma concepts are very geared towards the manufacturer. In computing, Agile techniques are very close for both concepts and tools. Everything is therefore also applicable in the service sector, with some adjustments. I recommend reading William Lareau’s Office Kaizen, which covers most of the tools and…
Why make money off clients?
Measure customer satisfaction in all cases
Close the feedback loop with the client
The ultimate question to improve the satisfaction of your customers

4 minutes Après avoir lu : The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, de Fred Reichheld, je vous propose une réflexion sur le taux de promoteurs net, l’indicateur utilisé pour améliorer la satisfaction dans de nombreuses entreprises de services. Dans une série de quatre articles, je vous propose d’en savoir plus sur cette méthode, qui vient compléter la trousse à outils du lean. Dans ce premier article, je vous explique en quoi consiste cette question ultime et comment calculer le taux de promoteurs net.