How Does Singapore Airlines Fly So High?

As a professional speaker, I often share stories and examples of companies that deliver great service. One company that’s easy to talk about is Singapore Airlines. Profitable every year since the beginning, … Read More

Customer Focused Surveys (Part Two)

Idea #3:  Your survey must drive action, not settle for analysis only Your customer survey must drive new action inside your organization. Don’t allow your survey process to become disconnected from the … Read More

Customer Focused Surveys (Part Three)

Idea #5: Survey and roll up (drilling down may be too late) Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that lead to action. … Read More

Focusing with service improvement focus groups

Focus groups require planning and expertise but they can be a gold-mine of valuable service improvement ideas, insights and suggestions. Bring together a group of selected customers for a sincere, open-ended conversation. … Read More

The Ultimate Value Dimension

The ultimate in UP! Your Service is giving each customer what they want, exactly when and how they want it. This special level of one-to-one service matches every customer value dimension and … Read More

Benchmarking Inside and Out

Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as … Read More