“Is smiling a good KPI?”
Engaging Service Vision
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.
Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018.
This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions.
Enjoy this wide ranging interview with hospitality legend and pioneer LUX* CEO Paul Jones. Paul began his career as a hospitality student in 1965, worked with Sun Resorts worldwide for more than 20 years, created and led the One & Only brand, and then led the formation of LUX* Resorts and Hotels.
TheBrandHouse is the leading distributor and retailer of home appliances and consumer electronics in Mauritius. They work in a very competitive market and understand the urgent need for differentiation.
“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving our customers. Should we set smiling as service standard? Is smiling a good Key Performance Indicator?” I replied (with a …
Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service in one office may mean something quite different in another. For example, new procedures may be introduced that improve control for one department, but make satisfying customers more difficult in another.
Profitable every year since the beginning, Singapore
Airlines (SIA) frequently wins international awards for
top customer service and in-flight quality. Here’s how they do it.