“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.
When you are planning something big, important, better, or new, it helps to create a vision that is clear, bold, and powerful. In one word: engaging. Here are more examples of Engaging Service Visions from our clients around the world.
An Engaging Service Vision energizes everyone to focus and fulfill a powerful promise of service. A boring service vision puts people to sleep. An Engaging Service Vision wakes people up, turns people on, and poses a possibility that each team member can understand, embrace, and strive to achieve.
Your service vision should be unique and powerful. Customers should hear it and say, “Yes! This is who you are.” Employees should read it and say, “Yes! This is who we want to be.”
Organizations often have written statements declaring their commitment to superior service. While the intentions are good, many of these statements are not distinctive, motivating or clear.
Here are 3 guidelines you should consider when crafting your service vision: