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

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 … 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 … 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