I have just dialed into a large (very large) retail organization to check on a pending order. I am greeted by an interactive voice response (IVR) system. I only need an answer to two short questions from the salesperson from whom I recently purchased an item. But I am routed away from my familiar store location, into a large call center, in an unknown location.
Best Practices in Service
One of the keys to Achieving Superior Service and building a service culture is leveraging the building block of “Service Communication”.
Customer experience now reigns as the supreme brand differentiator, with no shortage of data to back it up. An article in Forbes reports that today an estimated 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. Another publication reports that poor customer experience is costing U.S. companies $136.8 billion per year due to …
In the world of uplifting service culture, we put the needs of our customers as our highest priority. Entire systems and ways of interacting, are based upon “the care and feeding” of our most valuable resource…the customers and colleagues we serve.
How much is an Uplifting Service Culture worth to you?
Many people think quantifying excellence in service is an exercise in “fuzzy math”. Do you think so, too? Can you put a hard dollar value on consistently delivering uplifting and outstanding service? Do you know how much money is left behind when your service doesn’t measure up?
Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue.
The customer service superstars at LUX* Cafe in Maldives have done it again! Check out these amazing cappuccino foam creations.
In our work with organizations all over the world, we encounter six signs of substandard service culture and customer service. Each of these signs can defeat the best intentions of service leaders and degrade the best effort of service providers. Do any of these signs look or sound familiar to you? Sign #1: Your culture …
Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes:
Guest Post by Tom Moran
Principal Program Manager at Microsoft