When should you spend more on service experience than on marketing your brand?
When you are creating brand awareness, invest in marketing.
But remember that the service promises you market must be backed up by a great service experience. Some say nothing is worse than marketing, creating demand, and then not delivering a great product. But you can fix that by releasing a better product.
Creating Customer Journey Maps that Work
Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too.
Turning Customer Complaints to Customer Loyalty: Challenge #4 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 fourth challenge, Turning Customer Complaints to Customer Loyalty.
Can Security Staff Enforce Your Service Excellence Brand?
Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security personnel among us. Often security staff are the first and most visible point of contact with your customers. This trend will only continue in a world fraught with dangers. But is there an opportunity here as well?
How Effective are Your Service Communications? Take Another Look!
Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for change just when new and powerful messages are needed most. Building fresh support for a long-term service culture change requires vigilance and persistent effort.
Top 5 Provocative Posts from 2015
Enjoy this selection of “Top 5” thought provoking posts.
Read, reflect, write a comment, and share these ideas with others.
How to Leverage Every Meeting to Build an Uplifting Service Culture
Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working onsite in health care facilities, safety is a critical factor for Steris’ success.
Make Customer Service Improvements That Really Matter To Shape Perfect Lives
We quest to shape our perfect lives. The right job, the right clothes, the right weight, the right car. Then nature intervenes. An earthquake can …
You Have Leverage. Use It To Improve Customer Service Quality
I spoke to 1,200 police officers about delivering security and impeccable customer service quality. One officer asked: “In this city there are 3,000 police and …
Improve Customer Experience By Losing Lose-Lose Situations
One customer complained when served by a “Trainee” at a five-star hotel. If served by someone not entirely qualified, he wondered, should he pay a …
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