14 questions to ask when building a service culture

Is our leadership team in agreement on key business goals and priorities? Do they understand the importance of a strong service culture to achieve these goals? Do our service training programs teach the same fundamental principles to the entire organization? … 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. Set them at ease and get them talking … Read More

Does your organizational structure work?

The right organizational structure facilitates superior service, sharing of views, rapid decisions, flexible execution and quick responses to unexpected opportunities or problems. ‘Chain of command’ may be good for a marching army, but it has real limitations for creating new … Read More

11 steps towards a culture for service recovery

Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a powerful culture of service recovery in your organization, … 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 features these seven characteristics: 1. You treat each … 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 well. What do you want to do better? … Read More