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Service Improvement Process
Which matters most? Consistency of Service Delivery, or Consistency of Service Experience?
We often hear leaders say they want their companies to provide consistency in service delivery. Everyone providing the same service, the same way, with reliable people who consistently follow procedures that can be planned, tracked, and improved.
The Six Disruptors of Customer Experience
Uplifting Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes:
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.
No One Ever Hung A Suggestion Box Hoping It Would Be Ignored
It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.
What Action Should I Take to Create More Value?
Service is taking action to create value for someone else. So which action should you take?
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.
Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences
Customer experience now reigns as the supreme brand differentiator, with no shortage of data to back it up. An article in Forbes reports that today an estimated …
The Service Culture Steering Committee Setup Checklist
At Uplifting Service, we help clients plan, implement, and sustain the momentum of a service culture building program. This includes a comprehensive checklist of strategic activities, including Implementation Roadmap design, Steering Committee support, Building Block innovations, Service Education customization and delivery, innovation tracking, results documentation, and more.
New Insights on “State of the Connected Customer” Worldwide
A unique report was recently released by Salesforce Research titled “State of the Connected Customer, 2nd edition”.
This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.
Use Technology to Enhance Customer Experience
Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong.
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