Uplifting Blog
Service Measures and Metrics
The Playful Policy Review To Improve Customer Experience
This bizarre report about the need to improve customer experience arrived from a perturbed customer in Asia: “I wanted to play golf at a prestigious ...
How Hot Are Your Customer Satisfaction Improvements?
A large bank came to me for the first time seeking a big improvement in its retail counter service. They asked me for “customer service ...
No News Is Bad News For Measures To Improve Customer Loyalty!
Many companies treat customer service as a necessary evil, an afterthought, only needed if mistakes and problems arise. This viewpoint is best reflected in the ...
Improve Customer Loyalty The Motorola Way
As an organizational goal, “customer satisfaction” is obsolete. Customers expect satisfaction, and many businesses deliver it. Satisfying customers is not enough to ensure you get ...
Measure Customer Loyalty And Look Into The Future
Taking the time to find out if you’re doing things right in your customers’ eyes is important. Customer satisfaction is essential for success. Taking the ...
Use Service Skills To Bring Complaining Clients Back
When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is “nothing.” But when you reply ...
Why Quality Assurance Is Not Enough To Improve Customer Loyalty
How can a company produce zero-defect products, boast dramatic cycle-time reductions, be certified for consistent, reliable performance…and still lose valuable customers? Doesn’t the systematic effort ...
Speed Up Turtles To Improve Customer Experience
Taking measures to improve customer experience don’t always have to be obvious to the customer. Sometimes there is a need to improve internal functioning to ...
How Do Your Customer Service Skills Stack Up?
We recently escaped to a fancy resort for a weekend of relaxation, anticipating excellent customer service skills from the staff. In the lobby we were ...
Measure Customer Satisfaction With Surveys That Are Worth The Time
A manufacturer complains that his efforts to measure customer satisfaction are rarely successful. His customers just don’t return the satisfaction surveys he sends out. A ...
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