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DON’T MISTAKE “CUSTOMER FOCUSED” FOR “CUSTOMER EXPERIENCE” – THE WOLVERINES KNOW

January 20, 2021

Let’s get nostalgic for just a moment.

I recall reading a story told by Tom Peters, the famous business consultant, about two companies with very different cultures. 

In one of them, the company focused everything it did around customer experience. If they added a service or product, the entire product was looked at through the eyes of the customer. The customer was also the focus of the reporting on sales, satisfaction, production, promotion – nearly every aspect of this company’s operation was built around understanding and improving the customer’s experience. 

The other company was more traditionally focused. It was not that they did not care about the customer but, rather, that it was not their primary focus.

THE YEAR OF SELF-SERVICE OPERATIONS – BUFFET LOVERS REJOICE!

January 13, 2021

In downtown Detroit, there’s an upscale restaurant where, for $50 per person, you can literally eat all night. There are seafood, salad, pasta and soup buffets that perimeter the second floor, providing guests with a similarly appetizing scene of the city as they fill their plates. When you’re not at the buffet, waitstaff walks around with various cuts of meat – if you’d like one, they’ll come serve it directly on your dish. Truthfully, the only extra you pay for are any family-style appetizers or beverages you’d like and, while I don’t always have room for crab-stuffed ragoons, I would recommend splurging the extra $10 for a glass of wine – you’ll thank me when the flavors bring out the best in your meat carvings. 

Now that you’re hungry, go grab a snack and then carry on as I dish the rest of the good news for my fellow buffet lovers.

TRANSFORMING UNCERTAINTY INTO CONFIDENCE FOR 2021

January 6, 2021

What a difference a year can make.

Remember this time last year when we all declared 2020 as the year of clear vision? With a list of goals in front of us, we welcomed the year by daring to dream of what the next 12 months could hold if we could just keep a grip on our own motivations and plans.

But when 2020 started unfolding in unexpected, devastating ways, we declared it the worst year many of us have ever experienced. A pandemic, civil unrest, a tumultuous election, social isolation, lost jobs and, worst of all, lost loved ones, seemed to be the common thread among our nation – it seems we were unified by widespread hardship.

Podcasts

050: REG TECH: IF YOU DON’T LIKE THE COST OF COMPLIANCE, TRY NON-COMPLIANCE!

January 20, 2021

Regulatory technology, commonly referred to as “Reg Tech,” is technology that assists regulatory agencies in managing how information is stored, used, shared and discarded in accordance to compliance efforts.

As Jeff Heigert, Hyland’s Senior Customer Advisor for Insurance, explains, there are more than 750 regulatory bodies across the globe producing over 2,500 rule books relating to compliance. Organizations dedicate millions, if not billions, of their annual budget to comply because, as costly as compliance is, the consequences of non-compliance outweigh it all.

049: THE HYLAND CLOUD: CASTLE-LIKE SECURITY SUITED FOR ROYALTY

January 6, 2021

A ring of fire, the moat, a drawbridge, archers and more are protecting the precious gem that is your core enterprise system – do you fear the enemy?

Of course not! When your business model is safeguarded in the Hyland Cloud, its castle approach to security is always on high alert, designed to immediately retaliate against data breaches and other security threats. Defenders of data protection since 2004, experts on the Hyland Cloud team happily absorb all your usual system security responsibilities so you can relax and focus on higher-priority projects.

048: HOW TO MASTER RFP MANAGEMENT

December 22, 2020

Jeff Arbogast, Application Specialist for one the nation’s Top 10 Digital Counties, story tells Washtenaw County, Michigan’s journey from their RFP beginnings of email, frustrating document size restrictions, manual uploads, and various versions floating between departments to their now centralized, transparent and well-orchestrated OnBase-hosted RFP management process.

Walk through this conversation with a notepad in-hand as Jeff starts at the top, walking us through the intake process with electronic forms and how proposals are then circulated across departments via an automated workflow. Listeners will hear how simple capabilities, such as attaching related documents, performing redactions, accounting for protest opportunities and housing large files in a digital system rather than printing and filing, turn into significant time and money savers.