There are so many ways that a business can start its journey to service excellence. Conversely, there are so many more ways to retard start up of the same journey. I have to resist going down the rabbit hole of highlighting the many retardants, but will mention one that is enshrined in the popular assertion…. …
It’s easy to spot indifference to service excellence and even easier to spot a business with a passion for it. The two points of reference could not be further apart I might add. The indifferent player is a frequent ball-dropper, whilst the passion player shows love to customers every chance it gets, at every point …
When a business is comfortable with not being regarded as a superstar by its customers in the area of service excellence, what word do we use to describe this attitude? Indifference. When many businesses across several sectors demonstrate a similar attitude, how do we describe this state? As a crisis of indifference. Here’s the clear, …
In a recent client retreat that I was privileged to design and moderate, one of the key activities was a discussion aimed at synchronizing the rollout activities between the governance, managerial and intermediary groups that comprise the business. The ultimate intention was to ensure that the internal value chain was fully primed to transfer customers …
I don’t know how many persons will agree with me, but I believe that strategic plans come up as one of the top three relics in the range of business planning devices. Almost every business boasts of having a strategic plan, yet only few of those businesses action, monitor and measure their plan’s performance or …
I daresay that many customers are just happy to purchase products from some businesses and leave. There’s absolutely no emotional connection. Do you know what’s worse than this dilemma? When the businesses in question have no clue that this is how some of their customers feel about doing business with their brands. A double dilemma. …
If a business does not control service delivery fracturing, its relationship with customers will always be fraught with ball dropping. What is a fracture point? It’s a lynchpin activity that can really impair a relationship with a customer, if not managed carefully. Four of these lynchpin activities are service delivery metrics, customer data integration, first …
Remember the song, “Everybody wants to go to heaven, but nobody wants to die?” Well, when it comes to silos in business, I believe that everybody talks about doing something about them, but nobody wants to interfere with boundaries. Tampering with territorial boundaries is fraught with danger. Yet, if service delivery and its subsequent outcome …
Service transformation is about change and just like change, its messy in the middle. When a business jump starts its transformation journey, everyone gets buoyed by the euphoria of onboarding what’s new and shiny. The tail end of the journey, if the business is lucky, will be a success. But it’s the middle that will …
I’m certain that all of us have encountered a customer experience that took our breath away for a moment and had us gushing over the details of the service delivery. In many cases, that experience would have become our new standard of excellence, against which all subsequent experiences would have been compared. It would have …