Sun.Apr 03, 2016

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Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.

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Harvard Business Review on Revolutionizing Customer Service

Up Your Service

. The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section. In this post, we add insights for service leaders and practitioners who would like to know more.

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Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.

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Customer Service Leaders: Remove These Morale Killers | #Leadership

Kate Nasser

Customer service leaders, are you unknowingly killing employee morale? Checklist from The People Skills Coach™ & remove these morale killers. | Leadership. The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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The 9 Elements Your NPS® Report Must Have

Genroe

About 3 minutes after your first customer feedback or Net Promoter® survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this post I’ll take […].

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