tag:blogger.com,1999:blog-8879779555304468045.post7252905991954672215..comments2023-09-13T05:47:20.964-07:00Comments on Client Service Insights (CSI): Three Key PracticesLeo Bottaryhttp://www.blogger.com/profile/10043698095787343204noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-8879779555304468045.post-51241592622030800142008-05-04T09:03:00.000-07:002008-05-04T09:03:00.000-07:00Great question. What comes to mind is the answer ...Great question. What comes to mind is the answer Technorati founder and CEO gave during his CSI interview. First, he talked in terms of his commmitment to "Be of Service." Then he explained this simple practice: "We have a tradition at Technorati that is called the daily Stand-up. Every day at 10 a.m. people from across the company gather around a table for a few minutes to discuss what is required to be of service that day. It’s a way to constantly check-in with our co-workers about the agreements we make to one another and all those we serve, and to keep us honest and focused. We also have weekly reports from the folks who provide our free technical support about how we’re performing on that front, which are given at our weekly all-hands staff meeting, and we make it a habit to include that in our development schedule. I emphasize that while we have folks at the company dedicated to support, it’s the job every person at Technorati to provide assistance to all those we seek to serve."<BR/><BR/>I think it's a great example of a disciplined approach that keeps the leader part of the team, as Dr. Keith suggested, while keeping his/her finger on the pulse of employees and clients alike.Leo Bottaryhttps://www.blogger.com/profile/10043698095787343204noreply@blogger.comtag:blogger.com,1999:blog-8879779555304468045.post-10589868348947302492008-05-04T08:33:00.000-07:002008-05-04T08:33:00.000-07:00Leo,Great thinking, as always. One thought, concer...Leo,<BR/>Great thinking, as always. <BR/>One thought, concerning Dr. Kieth's second key practice "changing the traditional hierarchical pyramid, so that the chief at the top is not isolated but is part of a team".<BR/>Just how might an organization go about doing this, given the likelihood that the chief might not want to be just part of the team anymore... but actually like being at the top?Unknownhttps://www.blogger.com/profile/10246508072429768223noreply@blogger.com