By Barb Lyon on April 1, 2011
We’ve all heard the saying “knowledge is power.” What we often forget to do is to stop and ask our customers and even ourselves if we are focusing on the right issues. WHAT is important to your customers? Is it speed of service or response? Is it quality of service or response? Is it ease […]
By Barb Lyon on September 28, 2010
In our world of customer service, it is our mission to keep customers. “It is a privilege to serve you”, that is what the Banker told me today when I called for information regarding refinancing. Do your employees believe that serving your clients is a privilege? Do your clients feel like they are appreciated? Nowadays […]
By Barb Lyon on August 5, 2010
Whether you are part of a small or a large organization, you have the same challenge of finding the right people to be the face and voice for your company. It is likely these front-line people are the only contacts with whom your customers and clients interface when buying or using your products and services. […]
By Barb Lyon on June 30, 2010
Think about it. How hard can it be to provide outstanding service to your customers? It isn’t hard at all…WHEN you make it a priority. The foundation of good service begins with the Leadership of the company. Company leadership is responsible for ensuring the company culture is customer focused. If “good-enough” products or service is […]
By Barb Lyon on June 4, 2010
Outstanding customer service is making your customers feel like you understand their needs and their issues. There is another way of letting your customers reach out to you that is faster and more structured than an email exchange and more productive than a phone call. Online Chat is a nice way to personalize your online […]
By Barb Lyon on May 10, 2010
Help Thyself. It is the ‘it’ strategy these days. It makes good business sense. Outstanding content can divert call and email volume. It can improve the Customer Experience. As technology has evolved so have self-help presentation options. Long, static user guides are quickly becoming passé as quick guides, indexed documents and how-to videos become ubiquitous. […]
By Barb Lyon on April 28, 2010
Usually I end my posts with a quote to provoke further exploration of these Customer-Centric concepts. Today I am starting with one because I believe your Customer Experience map should be considered your key strategy to elevate you above your competition. Onboarding is a critical element of this strategy. “A strategy is, at its core, […]
By Barb Lyon on April 23, 2010
Who Owns the Customer Experience in your Organization? Answer: Everyone Should. Who drives the Customer Experience strategy? Answer: The Leader who is responsible for providing customer service. The executive team should be 100% supportive and enabling of the necessary collaboration to establish a Customer Experience that is the best in Delivering Service Value. The […]
By Barb Lyon on April 14, 2010
. Let’s be clear: if you’re not measuring any part of your service delivery, you are missing a huge opportunity to improve, grow or even save your business during these scrutinizing, tight economic times. The challenge with specifying key indicators is that not all businesses will use the same metrics. For example, a retail or […]
By Barb Lyon on April 12, 2010
. First question you should ask yourself…How do you measure customer satisfaction? If you are measuring by the # of complaints you are or are not receiving, you are in trouble. Not everybody bothers to take the time to tell you about his/her horrible experience. If you are asking your customers if they are satisfied, […]
Carter McNamara of Authenticity Consulting, LLC, provides organizational development, consultant training and Action Learning services, and is developer of the Free Management Library. [Read more ...]