Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team. Service Measures and … Read More
About This Blog
This blog is an open community for industry leaders, managers and frontline providers to learn about, discuss, and continuously recommit themselves to providing exceptional service.
Together, we can:
- Build Uplifting Service Cultures
- Exceed the expectations of those around us
- Raise the spirit of service providers worldwide
I welcome your views and participation.
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What are the major challenges leaders and organizations must overcome to build a competitive advantage with a strong and sustainable service culture? New video – 2.5 minutes. Watch it now.
Out of the blue came an impassioned two page plea from a California policeman, Richard Lawhead (yes, that is his real name), who works in a bankrupt city (San Bernardino) asking if there might be any way that I could … Read More
One of my clients launched a vigorous service improvement program to create greater value for external customers. Hundreds of classes were conducted for thousands of Service Champions around the world. The business objectives were clear: reclaim market share and rebuild … Read More
Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and detailed approach stop you from encouraging a much simpler … Read More
There is a time-tested maxim: what you think about expands in life, and what you focus on becomes clearer. What you see and say repeatedly will shape the way you live today and who you will become tomorrow. You can … Read More
Keep Your Service Improvement Process Fresh and Flowing Voice of the Customer will help you hear what your customers and colleagues want. Service Measures and Metrics will help you track what they need. Service Improvement Process—ensures you will create and … Read More
The customer service superstars at LUX* Cafe in Maldives have done it again! Check out these amazing cappuccino foam creations. The cup above was created to help a European suitor surprise and convince the love of his life to become … Read More
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain … Read More
Guest Post by Tom Moran Principal Program Manager at Microsoft When you think of a great customer experience, why do LL Bean and USAA immediately spring to mind? What makes JetBlue so much better than United? Why is Apple such … Read More