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.
Building a Service Culture, an interview with Ron Kaufman
This interview was first posted by our friends at the keynote speaker agency www.Speaking.com
The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team.
Leaders can’t just tell people to serve; every day they must show people how to serve and teach them why it’s so important. People at every level of an organization will only make a service vision come alive when their leaders are living it, too.
Uplifting Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance.
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements …
In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing is now seen in many service industries as well. And as technology is increasingly present in the delivery of service, these process improvements will continue.
The 8 Wastes are central to the Lean Manufacturing system developed by Toyota. The 8 Wastes of Service are a modified version used by service experience and service process experts. The 8 Wastes of Service are not new, but regular review checks our assumptions about the service we provide.
There’s no doubt about it that the working world has shifted.
For better or for worse, every person in the workforce must now continuously add value, not only to the work they are doing but to the experience that customers have while interacting with them and their product.
Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)