Why a Paradigm Shift is Needed and How to Get One Started What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment … Read More
Tag Archives: service improvement
How to Increase Productivity and Improve Service Simultaneously (and Easily)
Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than … Read More
Involve Your Internal Service Providers from the Very Beginning
Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After … Read More
Seven Steps for Actionable Service Resolutions
Each year we move forward into a wonderful space of creation for the upcoming year. We also have an opportunity to look back at the past year, and then to look forward, … Read More
From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax “4 Star” Rating
Two years ago the national airline of Mauritius, Air Mauritius, was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched … Read More
Excellent Service and Service Culture are Differentiators for Small and Medium Businesses
Service is simply the most important differentiator your SME has. It’s the DNA that permeates everything you do – and it can either make small and medium businesses the indisputable provider of choice, … Read More
Are You A Nice or Naughty Customer? Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return
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
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