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.
Transcript of “What is Service?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore.
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 fourth challenge, Turning Customer Complaints to Customer Loyalty.
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 and public spaces, we see an increasing number of security personnel among us. Often security staff are the first and most visible point of contact with your customers. This trend will only continue in a world fraught with dangers. But is there an opportunity here as well?
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 less and less attention. This can derail your progress for change just when new and powerful messages are needed most. Building fresh support for a long-term service culture change requires vigilance and persistent effort.
Enjoy this selection of “Top 5” thought provoking posts.
Read, reflect, write a comment, and share these ideas with others.
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 onsite in health care facilities, safety is a critical factor for Steris’ success.
It is little news that social media interactions drive brand perception, buying decisions, and customer loyalty. What’s big news is how many companies manage their social digital media interactions very poorly. Here are five of the most significant drivers of social media failure. Do any of these apply to you?
Want to add more value to your customers? Be sure you know what to add!
Here are eight proven ways to get close to your customers and find out what they value, what they care about, what they really want.