Uplifting Blog
Service Communications
When should you spend more on service experience than on marketing your brand?
When you are creating brand awareness, invest in marketing. But remember that the service promises you market must be backed up by a great service ...
Creating Customer Journey Maps that Work
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 ...
Turning Customer Complaints to Customer Loyalty: Challenge #4 of 5
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 ...
Can Security Staff Enforce Your Service Excellence Brand?
Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations ...
How Effective are Your Service Communications? Take Another Look!
Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get ...
Top 5 Provocative Posts from 2015
Enjoy this selection of “Top 5” thought provoking posts. Read, reflect, write a comment, and share these ideas with others.
How to Leverage Every Meeting to Build an Uplifting Service Culture
Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working ...
Make Customer Service Improvements That Really Matter To Shape Perfect Lives
We quest to shape our perfect lives. The right job, the right clothes, the right weight, the right car. Then nature intervenes. An earthquake can ...
You Have Leverage. Use It To Improve Customer Service Quality
I spoke to 1,200 police officers about delivering security and impeccable customer service quality. One officer asked: “In this city there are 3,000 police and ...
Improve Customer Experience By Losing Lose-Lose Situations
One customer complained when served by a “Trainee” at a five-star hotel. If served by someone not entirely qualified, he wondered, should he pay a ...
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