Uplifting Service - Blog

Use Technology to Enhance Customer Experience

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Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can use technology to enhance your […]

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Fix Your Perception Points to Improve Customer Experience

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What differentiates you from your competitors? How can you stand out from the crowd? Look into what your organization provides: your products and services, your delivery systems, your employee’s attitudes and the way you build […]

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In the Ocean of Life, a Little Service Means a Lot

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What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else? Or are you too […]

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The Most Popular Blog Posts of the Year (so far…)

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Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

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Perception Points vs. Process Points in Service Delivery

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The focus on process improvement has been one of the key strategies for business success over the past 40 years. Whether simple checklists or complex process maps, what started on the manufacturing floors is now seen in every industry. Quality, speed to market, cost savings, safety, and innovation are just a few outcomes that can be realized.

So where does service fit here? Looking at when and how we interact with internal colleagues or external customers is clearly a part of many business processes. But are we improving the customer’s experience with our processes (the Perception Points), or are we focused only on improving the process itself (the Process Points)?

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