What is Pull Thinking?
Pull Thinking® is a powerful, unique approach and set of proprietary tools that help companies get their people working at top performance levels for greater profitability. With Pull Thinking, you can succinctly pinpoint gaps in thinking, planning, execution and communication. Then quickly move to a solution that gets everyone working smarter.
The goal is to achieve lasting shifts in how people work—an alignment that promotes customer focus, greater accountability, integrity, improved service levels and optimal performance - organizational health.
The result is a customer-centric, highly effective workforce—the Ultimate Service Environment. One that can dramatically grow your business.
Four Benefits of The Ultimate Service Environment of Pull Thinking
What is Misalignment Costing You?
- More customers. Keep the customers you have and add new ones more efficiently with an environment that squarely targets higher service levels to help encourage the development of lifetime customers. (Consider the standard 80/20 rule of business; that is 80% of sales typically come from 20% of the customers—lifetime customers.)
- Reduced employee turnover. Valued employees are much more likely to stay in a highly visible structure. One in which everyone knows exactly what they should be doing, why they are doing it and how to do it most effectively—with clear accountability and clear acknowledgement/rewards.
- Increased productivity. Employees are more efficient under the guidance of a strategy that clearly defines:
- All the steps and the people who will execute them
- Measurements of accountability
- All processes (processes that also support achievement and acknowledgement).
- Lowered business costs. The Ultimate Service Environment inherently keeps costs down through the more effective retention of customers, lower employee turnover rate, pinpoint hiring that targets the best employees for the job to begin with, and an overall reduction of ambiguity in daily operations.
Not being aligned costs companies more than they realize. Consider the following facts uncovered through studies conducted by Technical Assistance Research Programs, Inc.:
- For every customer who bothers to complain, there are 26 others who remain silent
- The average “wronged” customer will tell 8 to 18 people about the experience
- 91% of unhappy customers will not return (conversely, if you make an effort to remedy customers’ complaints, 82 to 95% of them will stay with you)
- It costs about five times as much to attract a new customer as it costs to keep a current one
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