NEWS

Buying Great Service – 95 Years Ago

Unfortunately, most of us would agree that receiving “great service” is a rare experience. Instead, we have to deal with companies like UPS (who could care less that they dropped that rare antique during shipment), Comcast (who is not concerned that your business telephones have been down all day, and Aetna (who has you on […]

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The Value of an Outsider Looking In!

I started conducting structured Operations Assessments for my clients 20 years ago. My first engagement of this type came about as a result of my client’s CEO confiding in me that he knew that there were numerous opportunities for improvement in his organization, but he just didn’t know where to start. To help him focus […]

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Translating Information Into Action

Translating Information Into Action The Doug Williams Group’s Market Research Center Here at the Doug Williams Group, our focus is to deploy distinctive assessments and surveys in a way that helps our clients translate information into action to increase customer satisfaction and revenue. Our approach to these services is distinctive in the following ways: • […]

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Benefits of On-site Interviews

I really like talking to Maria!   For this issue of Taking Action, I thought that you would enjoy hearing from a resident at one of our client’s assisted living facilities.   I’m Ruth, an 86-year-old resident in an assisted living facility a few miles west of Miami. My life is pretty simple these days, […]

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Alumni Engagement Makes Money

Helping an elite private school dramatically grow alumni engagement and donations…… in just a few weeks. Ask anyone who holds a leadership position at a private school–a headmaster, development professional or alumni relations director–and they’ll tell you how crucial alumni engagement and support are to maintaining a high standard of education and continued growth to […]

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What Are You Thankful For?

Thanksgiving is my absolute favorite holiday of the year. I don’t have the stress of giving the perfect gift, the responsibility of going to another holiday party, or the distracting commercialization of other holidays. To me, Thanksgiving is just quality time with friends and family to reflect on, and give thanks for, the many blessings […]

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Are Your Employees Promoting Your Company?

Companies cannot achieve or sustain high levels of customer loyalty without loyal, engaged employees. Engaged employees are enthusiastic about their work and their company, and their enthusiasm is contagious. It rubs off on other employees, and is obvious to customers. Employees who promote their company provide better experiences for customers, approach their job with an […]

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