Uplifting Service - Blog

The Death of Customer Satisfaction

By

How do you move beyond satisfaction? How do you stop looking backward to evaluate performance, and instead look forward to create new possibilities and potential? By changing your mind-set-and transforming your survey-to a value-add proposition. Nokia Siemens Networks brought people from different departments together with a new goal-to create conversations and cultivate insights that would improve the relationships with their clients moving forward.

“Instead of asking clients how they rate our service, we asked them to explain their challenges, their goals, and the ways in which we could help them,” says Jeffrey Becksted, the company’s Head of Customer Experience and Service Excellence. “We asked them where Nokia Siemens Networks fits into their future-not how we’ve served them in the past.”

Read More

Is serving your customers faster really better?

By

Many organizations use waiting time and processing speed as key measures of service quality. This is fine – as long as they don’t become the only metrics that matter. An obsession with such ‘numbers’ can make you lose sight of what is really important: how your customers experience what you are doing for them rather than how efficient your systems and processes are.

Read More

Five Steps to Help Employees Understand – and Care About – Your Metrics, Scores and Targets

By

Few leaders ‘meet employees where they are’ and effectively translate scores and targets into the ideas and actions employees care about.

To help your employees understand and care about quantitative measures, consider and then take these five steps:

Step One: Identify and quantify the changes you want to achieve
Step Two: Design and deliver effective communications
Step Three: Measure intent first, not outcomes
Step Four: Design effective systems and processes for support
Step Five: Realize your managers are more important than you

Read More

Customer Focused Surveys (Part Three)

By

Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that can lead to action. Common insights from frequent surveys may be “rolled up” to provide an aggregate view of a market or a high level view of systemic issues in an organization.

This is in contrast to an occasional (eg: annual) survey that starts at high level then “drills down”…

Read More

Customer Focused Surveys (Part Two)

By

Idea #3:  Your survey must drive action, not settle for analysis only Your customer survey must drive new action inside your organization. Don’t allow your survey process to become disconnected from the practical levers of […]

Read More

Customer Focused Surveys: Six ideas to gain success, eliminate waste and increase customer value (Part One)

By

Customer focused surveys and other feedback mechanisms are commonly used to assess customer satisfaction and loyalty. In some companies, however, surveys can become entrenched and self-sustaining, generating mountains of data without a corresponding volume of valuable actions…

Read More

Customer Experience Update
Contact Us

Thank You For Sharing This Page



Share By Email To:

Your Message:

CAPTCHA Image Change image

Enter the CAPTCHA code.

Share with more people?