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The Official Baldrige Blog

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

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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!).

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