Vision - Strategy - Development - Growth
Empowerment is a buzz term that we hear a lot about in leadership. Empowerment is defined as “the giving or delegation of power or authority; authorization; the giving of an ability; enablement or permission.” Empowerment is based on the belief that employees have the ability and want to take on more responsibility. Empowerment is a [...]
My husband treated me to dinner at Flemings Restaurant for my birthday. We don’t eat out at expensive restaurants very often but on special occasions we splurge, make a night of it and enjoy letting others wait on us. Our meal at Flemings was an experience with a lot of attention to detail. From the [...]
Part of the challenge of providing good customer service is identifying ways to help customers understand that the products or services they receive are guaranteed by the company providing them. Customer service guarantees can be part of a customer service strategy and can be simply stated or very complex but either way, they communicate the [...]
It’s amazing how some organizations are good with first impressions and others are not. By first impressions I mean the first point of contact a customer has with an organization. The reality is that customers have choices and organizations that “get it” pay attention to the details that matter to customers. Every organization is different [...]
Having a customer service strategy is always the best first step in creating a customer service environment. Understanding who your customers are, what they want and providing systems and processes to meet their needs are the basics for strong service organizations. Another important aspect of the customer experience is helping to manage their expectations. What [...]
Having a well thought out and planned customer service strategy is critical to the development of a strong service culture. Organizations need to incorporate customer service into their business goals and those strategies should be incorporated into employee goals to help the organization reach their corporate objectives. So what are the 7 steps to developing [...]
Understanding your customer’s experience is a fundamental aspect of business growth. Assessing your customer needs and expectations is part of managing customer satisfaction. There are several ways to obtain customer feedback – focus groups, customer satisfaction surveys and text analytics. But the main goal of a customer comment card process is to capture the customer experience [...]
How to Turn Customer Satisfaction into Customer Loyalty
As organizations realize the importance of creating value for their customers, they need to strategically think how they can create loyalty in their customer base. Successful organizations have learned that there is a difference between attracting customers, keeping customers and developing loyal customers. Those loyal customers choose to not only be loyal to an organization, [...]