The Customer’s Perception of Service
Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? The good news is identifying customer...
“Live” these 5 principles to create a culture of employee engagement.
What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....
AI Magnifies Customer Service
AI magnifies customer service and brand reputation. Gone are the days when customers only checked a few review sites before making buying decisions. Now, millions turn to AI, which gathers information from hundreds of sources—reviews, social media, complaint boards,...