Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
Lynchpins
KCS At Work: Daktronics Does It Right
There’s nothing like hearing about KCS from someone who is actually doing it—and benefitting from it. Our friends at Daktronics just sent this great email along, and kindly gave us permission to share it on the blog. Daktronics is a South Dakota-based manufacturer of LED signboards, from high school football scoreboards to major league arena […]
Summer Reading! Lessons Unlearned
Just because a book is full of really great information doesn’t mean it can’t be fun to read. For example, take John Ragsdale’s wonderful first book: Lessons Unlearned: 25 Years in Customer Service. John Ragsdale (@john_ragsdale). Unlike the books I’ve reviewed earlier. I’m not even going to pretend to be objective here: I’m a big […]
Leadership in Action: The KCS Commitment
We wrapped up a KCS design workshop at Carestream Health yesterday. We closed with an exercise I love: the participants spent the last hour presenting what they’d learned, done, and planned to executives. This solidifies the learning, and it’s far more meaningful for executives to hear from the people who will be doing the work […]
Communicating the What and the Why: Intuit Does it Right
Effective, persistent communication is the cornerstone of KCS. Team members need to be engaged emotionally—to feel like they’re part of a big, important quest—and practically—knowing exactly what they need to do. Rather than saying anything more about this, I’m going get out of the way and let one of our customers show you. […]
Hack Your Knowledgebase
We all hate our knowledgebase tools sometimes. We might like the people we work with at the vendor, and there are those really cool features, but…seriously? I can’t just get a list of all the articles Joe has written? I can’t use bullets without ruining the formatting? I have to hit “publish” three times after […]
You are not a scalable model
We mean this in the nicest way, but you don’t scale. You’ve put yourself in that process step with the best of intentions. You’re going to write the Content Standard by yourself because everyone else is so busy, and it really has to get done quickly. You’re going to review knowledge before publication because you […]
