Is superior service just Up In The Air?

I didn’t set out to theme this year’s blogs around films but as all consultants know, two data points make a trend, so maybe I’ll continue to do so (although I’m planning to see The Wolfman soon so that could be tricky). After finding a service message in The Road it’s much easier for me to find one in the latest George Clooney vehicle Up In The Air. But it’s one that challenged my own ideas of superior service.

Continue reading “Is superior service just Up In The Air?”

Getting a grip on emotions: 2) Who cares what you think?

Customer surveys are a brilliant idea, no? No, not always. When you try to measure superior service and the emotional connection a customer has with you or your product, it can be difficult to get data that really helps pinpoint where and how to improve. In this article I will highlight some pitfalls in satisfaction surveys and measures and suggest some simpler approaches to measurement that will help drive the right kind of change. Continue reading “Getting a grip on emotions: 2) Who cares what you think?”

Getting a grip on emotions: 1) Customer loyalty

This week I will be putting up three posts on the emotional element of superior service. I will be covering:
1) How creating an emotional connection can build customer loyalty
2) Where customer surveys can let you down
3) Why, paradoxically, customers don’t always come first

First, let’s look at how a positive emotional connection can build loyalty better than loyalty schemes. Continue reading “Getting a grip on emotions: 1) Customer loyalty”

The customer’s role in superior service

The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote ( whose take on superior service recognises that it’s a two-way transaction. Jane writes:

Customer service is traditionally regarded as an attribute of a company: Waitrose provides ‘good’ customer service, an electronics discount ┬ástore provides ‘bad’ customer service. Equally, however, it is true that customer service is an attribute of the customer. ┬áSome people experience good customer service, and others bad, even from the same organisation. Why is this? Continue reading “The customer’s role in superior service”