5 steps to make it work

If strategy is about making the right choices, then execution is about taking the right actions.

Strategy focuses on thinking; execution centers on doing, and many leaders struggle with identifying the right actions their organization needs to take. This is partly because they have been taught how to plan and not how to execute. Achieving excellence in execution requires cultivating a bias toward action across the organization.… Read more

Customer service GAP model

Consumer’s today are increasingly demanding. Not only wanting high quality products but expecting high quality customer service.

Delivering superior value to the customer should be the prime concern of business Managers. This not only includes the actual physical product but their customer service component as well. Products that do not offer and integrate good quality customer service that meets the expectations of consumers are difficult to sustain in a competitive market.… Read more

How to ensure effortless service

In the last of a series on customer services, today i”l outline four things you CAN do to reduce the effort needed for customers to enage with you.

I think I’ve made the case that its reducing dissatisfaction that drives better performance than providing more WOW moments to increase satisfaction.

In a customer care situation, whether it’s on the phone or through self-service options, some of the key problems that affect the customer’s ability to quickly resolve problems include:

  • Repeat contacts (issues not solved first time)
  • Channel switching (phone, to website, mobile to laptop, phone to personal contact)
  • Transfers (to a more qualified person, to a supervisor)
  • Repeating information (didn’t get it, didn’t get it right, new person, no access to your file)
  • Generic service (person, robot, chatbot)
  • Policies and processes customers have to endure (maybe good for the company but not for us)

Research found that customers who faced low effort getting problems resolved were 94% more likely to repurchase and 88% more likely to increase spend.… Read more