Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working.
How much is an Uplifting Service Culture worth to you?
Many people think quantifying excellence in service is an exercise in “fuzzy math”. Do you think so, too? Can you put a hard dollar value on consistently delivering uplifting and outstanding service? Do you know how much money is left behind when your service doesn’t measure up?
How do you know if your service improvement efforts are really working?
How can you be sure your service culture development program will achieve the ultimate financial objectives of your business?
Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)
When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands. But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services, manufacturing, high tech IT, telecommunications, logistics, and more.
Your customer survey must drive new action inside your organization. Don’t allow your survey process to become disconnected from the practical levers of power.
Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that lead to action. Common insights from these frequent surveys can be “rolled up” to provide an aggregate view of a market or a high level view of systemic issues in an organization.
This is in contrast to conducting an occasional (eg: annual) survey that starts at a high level then “drills down” to discover specific problems
Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as well.
Guest post by Adrian Gostick and Chester Elton Adrian Gostick and Chester Elton are the authors of the New York Times bestseller The Carrot Principle. Their newest book All In: How the best managers create a culture of belief and drive big results, was a #1 Wall Street Journal and USA Today bestseller. Visit thecultureworks.com …
Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team. Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, …