The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that. This video, from my LinkedIn...
Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You will want to measure how things are...
Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time....
Cross-functional benefits of customer advocacy
Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as...