Transcript of What is Excellence?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore.
Service Improvement Process
Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.
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.
Service is taking action to create value for someone else. So which action should you take?
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 fifth challenge, Aligning Leadership and Service Performance.
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.
At Uplifting Service, we help clients plan, implement, and sustain the momentum of a service culture building program. This includes a comprehensive checklist of strategic activities, including Implementation Roadmap design, Steering Committee support, Building Block innovations, Service Education customization and delivery, innovation tracking, results documentation, and more.
A unique report was recently released by Salesforce Research titled “State of the Connected Customer, 2nd edition”.
This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.
Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong.