Don’t Just Collect Data; Create Value

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

There IS a Proven Path to Service Excellence

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 and into the City of San Bernardino

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

First Choose Your Target, Then Fire at the Bull’s-Eye

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

Everyone Can Do Service Benchmarking

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

No One Ever Hung A Suggestion Box Hoping It Would Be Ignored

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

Service Creativity in a Coffee Cup

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

Growing Your Business with Service Recovery

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

Do Service Recruitment Job Descriptions Matter?

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