Sustaining customer experience momentum is not a walk in the park. It requires businesses to keep an eye on the goal post….the customer happiness goal post. Sounds simple enough, doesn’t it? The reality, of course, is a different story, when we consider the fact that the goal post keeps moving. When it comes to customers …
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Customer Service Week 2023… overcoming service misfiring
Well, here we are, recognizing another customer service week yet again. Whilst it’s always a good thing to celebrate great service delivery, getting customer experience right can be a hit and miss job. Lots of misfiring if a business does not know what it’s doing. With a little bit of strategic intelligence though, the whole …
Customer Supremacy……the Backdrop to Customer Experience Agility
What happens when a business has an unwavering intent to be agile in sustaining its relevance with its customer community? Well, that business will find itself in a continual state of change and transformation, without feeling any cultural dissonance with the rhythm of change. This is what happens when there’s a deep understanding that the …
Valuing Cognitive Diversity in Customer Encounters
As customers, we are bowled over when a service provider (real or virtual) thinks quickly, anticipates our needs and lands a superb solution. If you are like me, I am doubly impressed when this provider is able to create solutions without the benefit of having a full body of background information. In other words, even …
Service Excellence Lessons From a Dining Experience
Recently, some friends and I had a fine dining experience at a regular establishment that delivered a five-star customer experience. The many principles of service excellence that were on show during the dining experience, reminded me that when a business places excellence at the core of its existence, its customers, its employees and its brand …
Overcoming Inertia in the Service Comfort Zone
Elite athletes and other game changers leave us in awe, don’t they? The tennis icons, the football geniuses and the musical maestros. Somehow, they seem to have cracked the code for breaking barriers, leaving their counterparts to look on wistfully at their accomplishments. But was there some elusive code to be cracked in the first …
Positive Momentum Fuels Service Agility
If a business does not experience positive momentum, it’s going nowhere, basically. Momentum gives the thrust that enables a business to accelerate its strategic direction, its goals and ultimately, its results. “Are we achieving progress and more so, sustaining momentum?” This is one of the key questions that preoccupies the minds and discussions in the …
Making Great Customer Outcomes Permanent
Here’s a reality check. Service excellence has to be earned every single day. For those businesses that are not prepared to work at earning magnificent customer outcomes on a daily basis, attaining a state of service excellence may be elusive. It’s a slippery slope when a business pegs its belief system to the thinking that …
Unthinking Traditional Approaches to Service Delivery
As humans, we are engineered to favour comfort over disruption, familiarity over uncertainty and clarity over ambiguity. We are biased, as well, to favour tradition over change. Hence, in our lives and in our workplaces, we lean into our comfort zones to give us a sense of stability and continuity. But what if the times …
Leadership Evolution in an Era of Service Evolution
Leaders live in a world that revolves around a perpetual cycle of deadlines, decision dynamics, risk management and human conflict. Alongside this crucible, they’re held accountable for meeting business revenue expectations and driving progress. With all of these imperatives jockeying for the leader’s attention, no wonder some leaders lose touch with another fundamental mission, which …