Craig Cochran quotes

“The power of a focus group lies in its ability to leverage multiple channels of communication and thought. When you buckle down and really explore the many facets of a possible innovation to the organization, you are more able to make well thought-out decisions.”沟通和思想多渠道的放大能力造就了焦点小组的威力。当全力以赴真正去探究组织一项可能的发明的多方面时，你就更有可能做出深思熟虑的决定。“But people are still in love with traditional surveys in spite of my repeated advice against them.”但人们依然热衷于传统的调查而不管不顾我反反复复反对他们这样做的建议。“Unless a customer sees improvement, there is no improvement. It doesn't exist.”除非顾客看到了改进，否则就没有改进。它不存在。“One of leadership's most important jobs is to honor individuals who go beyond their job descriptions and truly delight their customers. The best way to empower employees is to identify peers who have excelled in customer service.”领导最重要的工作之一就是奖赏那些做额外的工作并真正取悦顾客。最好的员工授权办法就是发现客服卓越的优秀员工。“Although most companies start out with a strong focus on customers, as the organization grows beyond a dozen members, people may stop looking outward and become preoccupied with internal processes.”尽管大多数公司开始时非常关注顾客，但随着组织成长为超过12个成员后，他们将不再关注外部世界而是全神贯注于内部过程。“Companies shouldn't try to invent new ways for collecting customer feedback. They already have countless customer interactions available to them, ranging from salespeople to technical reps. What's important is to provide some structure to these interactions and share them with everyone in the organization.”公司不应该试图发明新的收集顾客反馈方法。他们已与顾客有数不清的交流了，从销售员到技术代表。重要的是为这些交流过程提供某种模式，并在组织内与每个人分享。“Unless you let someone know what action has been taken, the customer is never going to perceive a difference. You've got to close the loop. If the customer isn't aware of the fix, then the remedy doesn't exist.”除非你让人知道已经采取了什么措施，顾客绝不会察觉有什么不同的。你在原地打转。如果顾客没发现，那么补救就不存在。“The leadership of an organization has no job more important than making sure everyone knows the importance of the customer. CEOs who want real job security should try to please customers, not shareholders.”组织领导的最最重要的工作就是让每个人都知道顾客重要性。想要保住位置的CEO们应该去取悦顾客而不是股东。“The irony is that this inward orientation doesn't ensure survival. In fact, it guarantees the opposite -- irrelevance, obsolescence and death.”具有讽刺意味的是这种向内性不能保证生存，它到可以保证相反的结局——沉迷于枝节问题，逐渐退化，最后直至灭亡。“Customers who complain are not nitpickers or looking for discounts, they're committed to your organization. Someone who isn't committed to your company wouldn't bother complaining.” 抱怨的顾客并不是吹毛求疵或者需要折扣，这样的顾客忠实于你的组织。那些不忠实于你公司的顾客才不会抱怨呢。http://thinkexist.com/quotes/craig_cochran/

About Craig Cochran

Craig Cochran is the North Metro Regional Manager for Georgia Tech’s Enterprise Innovation Institute. He consults, writes, and speaks extensively on management, improvement, problem solving, customer satisfaction, and quality. Cochran is the author of three books: The Continual Improvement Process: From Strategy to the Bottom Line; Customer Satisfaction: Tools, Techniques, and Formulas for Success; and Becoming a Customer Focused Organization, all available from Paton Press (www.patonprofessional.com). Craig can be reached at craig.cochran AT innovate.gatech.edu
克雷格 考驰兰
克雷格 考驰兰是乔治亚技术学院企业发明学会的北部大都市区域经理。他在管理、改进、问题解决、顾客满意以及质量方面提供咨询、撰写书籍、发表演讲。考驰兰是《持续改进过程：从战略层面到最低层》、《顾客满意：走向成功的工具、技术和规则》以及《成为以顾客为关注焦点的组织》的作者。这些书可在Paton Press (www.patonprofessional.com)有供应。可在innovate.gatech.edu的craig.cochran找到克雷格。