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
- 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.
What is Misalignment Costing You?
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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