As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress.
Common Service Language
Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.
Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too.
As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health …
UP! Your Service – The brand that has been known and loved around the world is growing up. We are now becoming ‘Uplifting Service’.
During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America.
One common and concerning issue is differing service attitudes and mindsets of team members in different locations. I heard this concern as our clients and prospects spoke about their employees, branch locations, franchises, partners, and affiliates.
Service is taking action to create value for “someone else”. So who will you take action to create value for today?
The Customer is King. So what is the Service Provider?
Does “the customer is king” make the service provider only a servant? Or as the Latin root would indicate, a slave?
The 12 Building Blocks of Service Culture offer a powerful diagnostic lens to assess, improve, and grow a stronger culture of service excellence inside your organization. These Building Blocks provide a framework for creating a culture that promotes superior service in all departments, at all levels, and continues to strengthen that culture over time.
Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team.