Service Leaders Shape the Flow

Every culture shares a common language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep us in the flow of a discourse that already exists. We are all born into … Read More

Customer Experience 1.0 to 6.0.
Where are you today?

Improving Customer Experience (CEX) is vital for success. While the term is common, maturity in this area is not. We classify an organization’s attitude and actions from Version 1.0 to 6.0. Where are you today? Customer Experience 1.0 WAIT FOR … 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 practical levers of power. You have a problem … 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. Common insights from these frequent surveys can be … Read More

The manager’s role in service education

Managers are the essential link between service education programs and the results your organization wants to achieve. As a manager, it is your responsibility to ensure educational courses create value for your team members, and your team members create even … Read More

The Leader’s Role in Service Education

Service education is only effective when learners take new actions to create more value for customers and colleagues. As a leader, you have a personal responsibility to ensure that new learning is ‘put to work’ on a daily basis. Here … Read More

10 Reasons Why Customer Complaints Are Good News (Part Two)

Read Part One here 6. Fuel for an Uplifting Service Culture Complaints can work as a trigger for taking new action and catalyzing positive change. Sharing customer complaints throughout the organization educates everyone to understand what your customers experience, expect … Read More

10 Reasons Why Customer Complaints Are Good News (Part One)

When things go wrong, your customers will complain. Surprisingly, this can be good for you and constructive for your organization. Here are 10 ways customer complaints can benefit you and your organization. 1. Identify Vital Areas for Service Improvement Customer … Read More

How to craft a unique and powerful service vision?

Your service vision should be unique and powerful. Customers should hear it and say, “Yes! This is who you are.” Employees should read it and say, “Yes! This is who we want to be.” Organizations often have written statements declaring … Read More