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Service Benchmarking
Everyone Can Do Service Benchmarking
Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and detailed approach stop you from encouraging a much simpler version of benchmarking. Remember, one of the goals is for everyone to become curious about learning and improving.
How to Create Highly Effective Service Standards
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, …
Aligning Leadership and Service Performance: Challenge #5 of 5
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.
Benchmarking Inside and Out
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.
Nairobi to Shanghai: A World of Service
When considering quality of service around the world, many stereotypes can be applied. We may think certain countries or cultures naturally excel at service, while others are very efficient but not very friendly. And we may even see some countries where service appears to be an altogether low priority. Yet while stereotypes persist – and may have basis in personal experience – I have accumulated more and more experience in countries across the globe, and everywhere I teach and travel, I observe 3 things we all have in common:
Top Twelve Quotes from the 2014 Smarter Services Executive Symposium in Boston
The “Smarter Services Executive Symposium” in Boston was a deep dive into the world of services, service providers, and field service engineers. The depth of sharing was impressive, as was the depth of expertise.
I gave one keynote presentation and took fourteen pages of notes. Here are my “top twelve take-aways” from the event. Which one is most relevant for you?
Best Practice is Not Good Enough
Many organizations are eager to learn and implement best practices. However, simply trying to replicate what works in another organization is bad practice. Wal-Mart’s much-publicized $1.85 billon mistake is a timely reminder.
Benchmarking Inside and Out
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.
What do you want to do better? What do they do exceptionally well? What best practices have they adopted? How are they changing and preparing for the future to maintain their leadership positions?
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