UP! Your Service - Blog

In the World of Big Data, Old School Customer Service Never Goes Out of Date

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Today we use sophisticated technologies to learn a great deal about our customers. We track what they like, what they spend, what they search for, where they go, and how often they return. Yet despite all this new “big data” and the insights it can deliver, customers all over the world still appreciate “Old School Customer Service”.

These four “Old School Customer Service” techniques are time-tested, and they work as well today as they have for generations.

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DON’T BE CONFUSED! Service is the Foundation for Your Culture (not just one of the arrows)

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DON’T BE CONFUSED! Service is the foundation for a strong and sustainable culture – and not just one of the many arrows of interest in business. In this short video, Ron explains why service is […]

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Building Your Service Culture

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The CEM Telecoms Conference speaks with Jeff Eilertsen, UP! Your Service VP Client Success, to learn how companies can optimize service efficiency while also improving customer experience. Learn how you can achieve these goals simultaneously […]

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Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

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In a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including engineering, manufacturing, production, logistics, IT, and more.

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Five Problems to Overcome When Building a Superior Service Culture

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Watch Ron Kaufman speak about overcoming these five roadblocks (5 minutes) Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true […]

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‘Tis the Season to be Giving

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The end of the calendar is a season for celebration and giving of gifts across cultures and religions. Whether we celebrate the season socially, commercially, or spiritually, we understand this is a special time to […]

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Does Service Culture Matter in a Digital World?

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The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.

In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.

We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.

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Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!

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Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past […]

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4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part Two

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This article cites research in collaboration with Professor Jochen Wirtz. (Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service […]

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4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part One

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This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements […]

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