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
Tag Archives: service improvement
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
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)
As I wrote about in Part One of this mini series, customer complaints can be great opportunities for you and your team to learn and grow. As promised, here are five more … Read More