Service delivery experience is something we take for granted. For starters, this experience is created at the point of the service delivery. Except, service delivery doesn’t just happen at just one point, does it? Let’s back up, a bit. Which is why surveys which only measure post-service delivery quality often miss out on all the… [Continue Reading]
The Lasting Impact of Smart Service Delivery Experience
Are Experience Conflicts sabotaging Our Customer Retention Strategy?
Ah, the impact of experience conflicts on the performance of our customer retention strategy. Just when we think we have all the moving parts in order, someone in some department somewhere does something. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are… [Continue Reading]
2 Ways We create Unforgettably Innovative Customer Experiences
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?” Customers cannot get you out of their minds. Even more,… [Continue Reading]
3 Ways to improve Your Customer Retention Scorecard
Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do… [Continue Reading]
Is Self Bias impeding how we acquire and retain our Customers?
Self bias is a powerful force in how we acquire, serve and retain our customers. Yet, as we chase quotas and attempt to fulfil KPIs, often the last professional attribute we think about is self bias. This week, I am engaged in what I love and what I do best. Providing compelling speaking programs and… [Continue Reading]
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