Uplifting Blog
Service Measures and Metrics
‘I Want To Speak To A Supervisor’ Part 2: How To Improve Customer Satisfaction
In my regular newsletter, I pointed out how companies should empower and support frontline staff to improve customer satisfaction by doing what the supervisor ultimately ...
Put A CORC In Your Budget To Improve Customer Loyalty
Alok Kumar is Chief of Operations for a major telecommunications company. In Kumar’s business, it takes eight to nine months of revenue to recapture the ...
What are the 9 (plus 1) Behaviors of Truly Loyal Customers?
There is a big difference between customer satisfaction and customer loyalty. Customer satisfaction is an opinion, assessment, snapshot. It’s the answer to the question, looking ...
Do Service Recruitment Job Descriptions Matter?
Guest Post by Tom Moran, Principal Program Manager at Microsoft When you think of a great customer experience, why do LL Bean and USAA immediately ...
First Choose Your Target, Then Fire at the Bull’s-Eye
One of my clients launched a vigorous service improvement program to create greater value for external customers. Hundreds of classes were conducted for thousands of ...
The Death of Customer Satisfaction
Every day, a quarter of the world’s population connects via Nokia Siemens Networks infrastructure, products, and solutions. The company serves telecommunications providers and partners in ...
Is serving your customers faster really better?
Many organizations use waiting time and processing speed as key measures of service quality. This is fine – as long as they don’t become the ...
Five Steps to Help Employees Understand – and Care About – Your Metrics, Scores and Targets
Few leaders ‘meet employees where they are’ and effectively translate scores and targets into the ideas and actions employees care about. To help your employees ...
Customer Focused Surveys: Six ideas to gain success, eliminate waste and increase customer value (Part One)
Customer focused surveys and other feedback mechanisms are commonly used to assess customer satisfaction and loyalty. In some companies, however, surveys can become entrenched and ...
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