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How to Stop Owning Problems and Start Creating Possibilities
Every leader wants their teams to take ownership. But that’s just table stakes. We celebrate when our people take ownership (what I call TPR—Taking Personal ...
How to Create Premium Positioning with B2B Service Excellence
Why do some B2B organizations command premium prices while others compete on price? Many B2B organizations believe service excellence is primarily for retail, hospitality, and ...
How Poor Government Service Stalls Economic Progress & Undermines Trust
Does poor government service costing society more than we think? When we talk about service excellence, the conversation usually focuses on private sector companies.
How an Engaging Service Vision Drives Brand Distinction for Changi Airport
What's the one thing that separates fragmented organizations from unified powerhouses? Too many organizations continue to operate in silos. Finance does finance things.
Why Your Back Office Powers Customer Experience
Who owns customer experience in your organization? Many leaders get this WRONG. Here’s why: Most organizations assign customer experience to specific teams: customer service, front-line ...
The Four Categories of Value, or Why Some Organizations Never Have to Compete on Price
Why do people choose to buy from certain organizations regardless of price. (Hint: It's not about the product.) Many organizations compete on their primary offering ...
For Successful Technology Upgrades, Focus on the Human Interface
Is your technology actually creating value...or just creating frustration? Organizations worldwide invest billions of dollars in digital service technology.
5 Reasons to Build a Culture of Service Excellence
Too many leaders think of service as an expense, rather than a ROI generating investment The truth is a strong service culture can generate astonishing ...
Move from Service to Care to Create More Customer Value
Remember service centers? Auto-attendants? Support tickets? We've come a long way from those early models of "service."
How Stepping Up to Create More Value Produces Lasting Customer Relationships
When do the most powerful loyalty-building moments really happen? Every day, opportunities to strengthen key relationships and customer loyalty pass by unnoticed.
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