Service can be a competitive advantage regardless of which industry you are in. While safety and operational excellence remain bedrocks of success in an industrial B2B environment, Vopak Asia sees an opportunity … Read More
Tag Archives: customer service culture
Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two
In Part One, I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. … Read More
Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One
In this two-part blog series, I’ll provide tips on how you can strengthen your service team. Here, in Part I, we’ll take a look at the steps you can take to make … Read More
Launch from the Top Down and from the Bottom Up
When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the … Read More
Improving Service is a Journey that can be Engineered
Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have declared service to be a top priority, and … Read More
“Service Culture” – what does it mean?
How many times have you tried to explain to a friend or associate, the value of service culture, only to have them misunderstand your intention? Have you often needed to explain that … Read More
Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks
Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about … Read More
The Experience Economy
I have just dialed into a large (very large) retail organization to check on a pending order. I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More
Service as a Citizen of the World
Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a … Read More
Three Leadership Characteristics for Personal and Cultural Change
Change is one of the few things that is completely predictable in today’s world: there will be more of it year by year, and the pace of change will be faster. Some … Read More