UP! Your Service - Blog

Creating Customer Journey Maps that Work

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Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process […]

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When should you spend more on service experience than on marketing your brand?

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When you are creating brand awareness, invest in marketing. But remember that the service promises you market must be backed up by a great service experience. Some say nothing is worse than marketing, creating demand, […]

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When should you share the possibility of bad news?

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We see this all the time. A company knows they have a problem, they can see the problem, they know the problem will affect the customer, but don’t tell the customer until the very last […]

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Can Security Staff Enforce Your Service Excellence Brand?

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Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security […]

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How Effective are Your Service Communications? Take Another Look!

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Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for […]

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Top 5 Provocative Posts from 2015

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Enjoy this selection of “Top 5” thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously by Ron Kaufman […]

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How to Leverage Every Meeting to Build an Uplifting Service Culture

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Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working onsite in health care facilities, safety is a critical factor […]

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Believe in Good: A Heartwarming Commercial from Thai Life Insurance (worth watching)

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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 […]

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5 Ways to Fail Your Customers with Social Media

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It is little news that social media interactions drive brand perception, buying decisions, and customer loyalty. What’s big news is how many companies manage their social digital media interactions very poorly. Here are five of the most significant drivers of social media failure. Do any of these apply to you?

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Say What? Five Quick Scripts for Responding to Customer Complaints

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The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint.

Here are a few quick scripts to use when responding to customer complaints:

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