Implementing Strategies for a Service Revolution
When you call in a consultant, you deserve to see specific, measurable results. You deserve accountability.
That's why Sue Cook focuses on action, on implementation - based on extensive research. All Think Customer consultants are hands-on managers with extensive, successful business experience.
First, we work with you to clarify your vision for your organization. What kind of strategic distinction are you aiming for? What kind of perception do you want customers to have of your company or agency, its products and services? We help you set your sights on the highest possible levels of customer satisfaction.
Based on your vision, using what we've learned from world-class organizations, we help you develop a bold agenda directed at accomplishing identifiable strategic goals.
Next, we help you define the specific steps necessary to achieve those goals - and we help you set them in motion. Finally, our consultants assist you in monitoring your progress.
The bottom line is your bottom line. Whether you employ one of our speakers, our seminar programs, or our project consulting services, Think Customer guarantees you will see - and feel - positive impact.
Customized Seminars, Exec Retreats and Skunkworks
Back to Top - Does everyone in the organization share your obsession?
- Do you want to help everyone in your organization create a sense of urgency, ownership and action?
Are you constantly struggling to get everyone involved in enhancing quality, providing shocking levels of service and speeding up the pace of innovation? Commonsense tells you that a chain is only as strong as its weakest link. If you are to achieve uncommon results, every team member must believe there is no limit to the quality and service he or she can provide. How do you make customer- and quality-obsession the responsibility of everyone in your organization, including those far removed from the marketplace?
Pragmatic Approach
We believe that the achievement of sustainable excellence is a process, not an event. We work with you to design a pragmatic, hands-on strategy to inspire the innovator in everyone. |
Winning organizations create an environment where there are leaders at all levels. Change imposed from up high just doesn't work. Middle managers resent it and line workers don't buy it. A sense of personal ownership is critical to mobilizing everyone to action.
In off-site meetings with key management, we challenge your organization's core beliefs regarding quality, service and innovation. We review your plans, policies and systems with you. As coaches, we help you focus on doing the doable - creating pragmatic action plans designed to celebrate successes, remove obstacles and help team members work together effectively toward common goals.
We help you build your own "skunkworks" - a small group of people
who get extraordinary results and create pockets of excellence.
This unique approach not only unleashes the full potential of
your team, but helps you revolutionize the way you manage the
business. Passion, persistence and partnership become the bywords
of change. Execution is strategy. Sustaining a strategic edge
means more than words - it requires an obsessive commitment to
action. Our focus is on getting everyone to move from insight
to action.
Transform Your Organization
Back to Top If you're serious about focusing your organization on total customer satisfaction, if you are intent on attaining an unassailable market advantage, contact Sue Cook. Sue and her team of virtual consultants lend decades of combined management experience; and have assisted many outstanding business organizations.
To help your company or agency identify and realize its strategic goals, Sue can work with you for one day, for one week or on a project basis according to your needs.
She can help ensure that your course of change is informed by lessons already learned and help you avoid the pitfalls. Sue helps you accomplish your goal of becoming the number one choice among customers, your team and your shareholders.
Testimonials
Back to Top "Customer satisfaction is a verb to Sue...taking action. It's rare to have someone who can challenge people at all organizational levels to put customers first."
- US Air Force
"Taking a business that had 50% annual employee turnover, rapidly sinking, with no vision and creating something from it would have been much more difficult without the help of Sue Cook. Sue's executive coaching and team facilitation were invaluable. She helped the group chart its way out. She provided excellent counsel and coaching to me personally...helping me execute the plan more rigorously, hire the right people, and generate steady high growth. In 4 years, the business tripled."
- Neuristics, LLC
"Sue's contributions to our company's becoming "customer dedicated" have been numerous. She helped us develop a message that could be understood at all levels in our organization then aided in getting the message across to the associates. The experiences she has had with other companies gave valuable input to the issues we encountered in our process. Sue forces you to take a very clear look into a mirror and then helps you see what else is possible."
- Oxford Shirt Group
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"Chef Sue" - encouraging creativity and outrageous service with the US Air Force skunkworks. | Sue celebrating the real heroes of Southwest Airlines as part of a behind the scences tour of the Leadership Forum 2000 & Beyond. |
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CONTACT:
Sue Cook, Pres.
Think Customer
580 Las Alturas Road
Santa Barbara, CA 93103
http://www.thinkcustomer.org
805-899-4844
800-572-2273
Fax: 805-899-4877
suecook@ix.netcom.com
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