Prioritize the four Ps when working towards service excellence: pain (the lack thereof), personalization, productivity and proactivity.
Think about the ways you can set your business apart through service excellence and focus on a few areas where you can excel.
Here at The Covenant Group, we value our client relationships just as our clients do theirs. We spend a lot of time thinking about how we support our clients, and in turn, the service lessons that our program participants can learn from us. We think it is so important that entrepreneurs who want to address their companies' client service models first reflect on their own experiences as a client [...]
For its products, for its service, for the customer experience it delivers, Apple and its retail stores have been the subject of countless case studies, articles and blog posts. This is the first in a series about how financial service organizations can emulate all the best features of the Apple corporation. Today I'll be discussing client service and relationship management, and in future we [...]
The airline industry touches hundreds of thousands of consumers, from the high-flying executive to the person traveling standby or coach to visit family. And I bet that every one of them has a few stories of delayed flights, lost baggage or a grumpy seat mate. But what differentiates one airline from another is the quality of service they offer, especially when customers are faced with stressful [...]