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Entries for 2012

2013-2014 Criteria Coming Soon: Readers Can Expect Leading Practices, User-Friendly Changes, and Cost-Recovery Fees

The Baldrige Performance Excellence Program is preparing to release by early 2013 three new versions of the Criteria for Performance Excellence. What changes will readers of the 2013amp-2014 Criteria for Performance Excellence, ...

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2013-2014 Criteria Coming Soon: Readers Can Expect Leading Practices, User-Friendly Changes, and Cost-Recovery Fees

The Baldrige Performance Excellence Program is preparing to release by early 2013 three new versions of the Criteria for Performance Excellence. What changes will readers of the 2013amp-2014 Criteria for Performance Excellence, ...

Read More

2013-2014 Criteria Coming Soon: Readers Can Expect Leading Practices, User-Friendly Changes, and Cost-Recovery Fees

The Baldrige Performance Excellence Program is preparing to release by early 2013 three new versions of the Criteria for Performance Excellence. What changes will readers of the 2013amp-2014 Criteria for Performance Excellence, ...

Read More

2013-2014 Criteria Coming Soon: Readers Can Expect Leading Practices, User-Friendly Changes, and Cost-Recovery Fees

The Baldrige Performance Excellence Program is preparing to release by early 2013 three new versions of the Criteria for Performance Excellence. What changes will readers of the 2013?2014 Criteria for Performance Excellence, 2013?2014 ...

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2013-2014 Criteria Coming Soon: Readers Can Expect Leading Practices, User-Friendly Changes, and Cost-Recovery Fees

The Baldrige Performance Excellence Program is preparing to release by early 2013 three new versions of the Criteria for Performance Excellence. What changes will readers of the 2013?2014 Criteria for Performance Excellence, 2013?2014 ...

Read More

2013-2014 Criteria Coming Soon: Readers Can Expect Leading Practices, User-Friendly Changes, and Cost-Recovery Fees

The Baldrige Performance Excellence Program is preparing to release by early 2013 three new versions of the Criteria for Performance Excellence. What changes will readers of the 2013?2014 Criteria for Performance Excellence, 2013?2014 ...

Read More

Update: Tuesday, September 12, 2012

Over the course of the next week, Baldrige.com will be undergoing some site maintenance and construction. We ask that you please be patient as we make these changes, and apologize for any inconvenience we may cause.  We’re working hard to make the site a safer and better-looking version of itself, and can’t wait to show it to you!

Kind regards,

Joe, Tom, & the Baldrige.com team

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The Three C’s of Customer Retention: Character, Community, and Content

In a recent Fast Company article, Noah Fleming reflects on the importance of a company’s character in an article titled, “Why Is Jeff Bezos Always Talking To Me?” He writes about the frequency of which there are letters from Amazon CEO Jeff Bezos displayed on the site’s homepage, usually referencing a significant product launch (like the free availability of the Harry Potter series in the Kindle Owner’s Lending Library), or, like last week, the anniversary of Amazon Prime.  These types of announcements serve a number of purposes, but Fleming makes an excellent point about one particular one.

“Character is about positioning,” the author states, “you can either decide what those few things (that people remember) will be, or let the market decide.” Jeff Bezos is working hard to create customer retention by emphasizing his personal connection with the company, and therefore, with his customers.  He is deciding what the most important things are for the customer to remember as they come and go from his site, and attempting to leave them with a lasting memory of something positive.  Does your company do something similar to this?

In an article published last February by Simon Mainwaring, entitled “What Brands Must Do Now to Engage Their Customer Communities,” it was noted that brands must be change agents for their own right. As community mentors, they must provide tools, techniques, and strategies for their customers to being more empowered to act on their own ideas. Simultaneously, both trust and responsibility are put in the hands of the consumers, as they are now vested in the brand.  Rather than customers, companies want brand ambassadors; people who are so enamored with the brand that they will go so far as to market it…

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Excellence by the Dozen: 12 Organizations Vie for 2012 Baldrige Award

Twelve U.S. organizations have reached the next step on the road to a possible silver anniversary Malcolm Baldrige National Quality Award, the nations highest recognition for organizational performance excellence. The Baldrige Panel of ...

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Excellence by the Dozen: 12 Organizations Vie for 2012 Baldrige Award

Twelve U.S. organizations have reached the next step on the road to a possible silver anniversary Malcolm Baldrige National Quality Award, the nations highest recognition for organizational performance excellence. The Baldrige Panel of ...

Read More

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