What is the difference between customer advocacy, customer loyalty, customer experience, customer satisfaction, customer engagement, and customer expectations? Enjoy this Glossary of Terms covering these terms and many more in the world of Customers and Service.Read more...
The “Smarter Services Executive Symposium” in Boston was a deep dive into the world of services, service providers, and field service engineers. The depth of sharing was impressive, as was the depth of expertise.
I gave one keynote presentation and took fourteen pages of notes. Here are my “top twelve take-aways” from the event. Which one is most relevant for you?Read more...
Article by Paul Godfrey, CPI Media Group
Service is simply the most important differentiator your SME has. It’s the DNA that permeates everything you do – and it can either make your business the unmissable provider of choice, or a company that’s perpetually struggling to retain customers. Is your business a service champion, rich with sparkle,
Every once in a while a commercial company expresses the essence of our humanity – not only the desire to succeed, but also to be deeply fulfilled in our achievements. This commercial from Thai Life Insurance highlights the best of both.
Believe in Good. Enjoy.
Good Course Leaders know the importance of preparation. Good Course Leaders also know the importance of the application – linking the learning to action, and the action to business impact.
Good Course Leaders take pride in high feedback scores and evaluations. And good Course Leaders also take time, regularly, for self-reflection and “in the mirror” evaluation.
You may be very skillful on your own, but your company’s culture-building program will only be successful if you connect and thrive as a TEAM.Read more...
The recent Customer Experience Conference in New York was one of the best I have attended, so far. The speakers and ideas presented were world-class. Enjoy this collection of quotes and notes from The Conference Board’s annual event.
1. “Can you summarize your service strategy in 35 words or less, and would your colleagues put it the same way?”
This question stopped me in my tracks. Everyone at UP! Your Service is committed to customers, to service, and to each other. But I’m not sure our team would pass this test with flying colors. Would yours?Read more...
Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders.
A couple of months ago, I was on the wrong side of that equation…Read more...
This article was published by Chester Elton on LinkedIn.
I have flown millions of miles on several airlines, which means some weeks I spend more time in the air than on the ground.
While most of the time I find decent service on my flights, there have been a few trips where ground or flight crews
Delta Air Lines is one of largest carriers in the world, with more than 80,000 employees, 250,000 passengers a day, and 5,000 daily flights touching six continents. Enjoy this one minute UPLIFTING video advert.
UP. A short word, but it’s a tall order. Stand UP. Get UP. Step UP.
UP demands that you rise to
Mistaken marketing professionals believe that customer service is an operational issue. They think marketing’s job is to bring customers to the company and customer service is important only after their marketing magic is done. These misguided professionals focus with great intensity on brand building, advertising and promotions, but ignore the daily discipline of actually delivering excellent service.
Mistaken marketing professionals also believe that building a strong service culture is someone else’s job. They think that marketing focuses externally on prospects and customers, while culture is an internal matter, and therefore the responsibility of someone else, usually their colleagues in Human Resources.
These beliefs are outdated. This way of thinking is obsolete. Modern marketing professionals understand the vital role of service. And they understand that building a strong -service culture is a conversation that Marketing should lead.Read more...