The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.
In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.
Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of key principles that dramatically improve your chances of success in
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see
“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 to establish standards for common service transactions. While specific standards for service performance can be useful they can also be
Download Common Service Language Assessment, includes 28 Insightful Questions Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team. Left to their own devices, no two departments will use the same language
Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see if your service culture is getting stronger? Higher profits? No. Those show up only after you have provided better service.
Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are still employed with you after just one year?)
I am going to take you on a bus tour called ‘Service Orientation for New Hires’. This is not the same thing as ‘Job Induction for New Hires”. And here’s the difference between the two:
Job induction is giving new employees what they need, to get going on the job. Job induction includes job role and function, HR policies and procedures, company protocols, IT and security passwords, and other important job related details.
Why a Paradigm Shift is Needed and How to Get One Started What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown rapidly. Patients know more about health, disease, treatments, and wellness than ever before. An unprecedented surge of medical information is
Participants of Daughters of Tomorrow & UP! Your Service workshop “Transforming Lives and Relationships through Service Mindset” According to a new study conducted by researchers at Catalyst and Harvard Business School, companies with more women at the senior level may be better practitioners of Corporate Social Responsibility (CSR). They found that companies with more women
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a business and marketing perspective this makes sense, because that’s exactly what we are. We consume food, beverages, electricity, gasoline, entertainment, clothing, an ever-growing