Shifting from Service Process to Customer Experience: Challenge #2 of 5
By Ron Kaufman
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. […]
Service Standards and Service Excellence….are Not the Same Thing!
By Jeff Eilertsen
“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work […]