Skip to main content
U.S. flag

An official website of the United States government

Official websites use .gov
A .gov website belongs to an official government organization in the United States.

Secure .gov websites use HTTPS
A lock ( ) or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

Blogrige

The Official Baldrige Blog

Ten Blogs about Customer Engagement (and the Baldrige Excellence Framework)

image of hand shake
Credit: Baldrige Performance Excellence Program

Customer-focused excellence is one of the 11 core concepts and values of the Baldrige Excellence Framework (which includes the Criteria for Performance Excellence). What’s more, “Customer Engagement” is the title and focus of a section (item 3.2) of the Baldrige Criteria on engaging customers by serving their needs and building relationships with them.

Given the key importance of this concept for achieving organizational excellence and success, today I’ve aggregated ten of the most-read blogs Baldrige staff members have written in recent years about customer engagement. Following is the list, with hyperlinks to each blog.
 

 1. Ritz-Carlton Practices for Building a World-Class Service Culture

2. Six Ways PwC's Public Sector Practice Focuses on Customers

3. How Baldrige Encouraged a People to Be Innovative, Community-Focused

4. Culture Leads to Strategic Expansion and Enhanced Customer Relationships

5. Meet the Twins (Communication and Information) and Their First Cousin (Engagement)

6. Effective Use of Social Media

7. Engaging Patients in a Changing Health Care System

8. Government Agencies and Great Customer Service: A Match Made by Baldrige

9. The Exceptional Student Focus of a 2015 Baldrige Award-Winning School

10. Insights from an Innovator of Customer-Focused Excellence

 

As always, your thoughts are welcome here! Please consider sharing your insights and best practices—in this case, on engaging customers—by commenting below.

About the author

Christine Schaefer

Christine Schaefer is a longtime staff member of the Baldrige Performance Excellence Program (BPEP). Her work has focused on producing BPEP publications and communications. She also has been highly involved in the Baldrige Award process, Baldrige examiner training, and other offerings of the program.

She is a Phi Beta Kappa graduate of the University of Virginia, where she was an Echols Scholar and a double major, receiving highest distinction for her thesis in the interdisciplinary Political & Social Thought Program. She also has a master's degree from Georgetown University, where her studies and thesis focused on social and public policy issues. 

When not working, she sits in traffic in one of the most congested regions of the country, receives consolation from her rescued beagles, writes poetry, practices hot yoga, and tries to cultivate a foundation for three kids to direct their own lifelong learning (and to PLEASE STOP YELLING at each other—after all, we'll never end wars if we can't even make peace at home!).

Related posts

Teams and the Magic Three

A recent Inc.com blog post by Jessica Stillman discusses Malcolm Gladwell’s new book, Revenge of the Tipping Point. The thesis of the blog post and a theme in

Signs

How do you treat signs when you are driving your car? Are you a strict rule follower? Does a stop sign cause you to come to a full stop, or a rolling stop, or

Comments

Add new comment

CAPTCHA
Image CAPTCHA
Enter the characters shown in the image.
This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
Please be respectful when posting comments. We will post all comments without editing as long as they are appropriate for a public, family friendly website, are on topic and do not contain profanity, personal attacks, misleading or false information/accusations or promote specific commercial products, services or organizations. Comments that violate our comment policy or include links to non-government organizations/web pages will not be posted.