Tag Archives: customer-focused excellence

Ten Blogs about Customer Engagement (and the Baldrige Excellence Framework)

By Christine Schaefer Customer-focused excellence is one of the 11 core concepts and values of the Baldrige Excellence Framework (which includes the Criteria for Performance Excellence). What’s more, “Customer Engagement” is the title and focus of a section (item 3.2) of the Baldrige Criteria … Continue reading

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Insights from an Innovator of Customer-Focused Excellence

Posted by Christine Schaefer We could all learn a lot from Dr. John Timmerman, senior strategist of customer experience and innovation at Gallup. In his former work as corporate vice president of quality and operations at The Ritz-Carlton Hotel Company, … Continue reading

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