Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer … Read More
Tag Archives: service improvement
LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook
LUX* Resorts: Staging a Service Revolution in a Resort Chain. LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered … Read More
Customer Experience 1.0 to 6.0.
Where are you today?
Improving Customer Experience (CEX) is vital for success. While the term is common, maturity in this area is not. We classify an organization’s attitude and actions from Version 1.0 to 6.0. Where … Read More
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 self-sustaining, generating mountains of data without a … Read More
Customer Focused Surveys (Part Two)
Idea #3: Your survey must drive action, not settle for analysis only Your customer survey must drive new action inside your organization. Don’t allow your survey process to become disconnected from the … Read More
Customer Focused Surveys (Part Three)
Idea #5: Survey and roll up (drilling down may be too late) Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that lead to action. … Read More
10 Reasons Why Customer Complaints Are Good News (Part Two)
Read Part One here 6. Fuel for an Uplifting Service Culture Complaints can work as a trigger for taking new action and catalyzing positive change. Sharing customer complaints throughout the organization educates … Read More
10 Reasons Why Customer Complaints Are Good News (Part One)
When things go wrong, your customers will complain. Surprisingly, this can be good for you and constructive for your organization. Here are 10 ways Customer Complaints Can Benefit you and your organization. … Read More
Focusing with service improvement focus groups
Focus groups require planning and expertise but they can be a gold-mine of valuable service improvement ideas, insights and suggestions. Bring together a group of selected customers for a sincere, open-ended conversation. … Read More
11 steps towards a culture for service recovery
Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a … Read More