Customer comments are shared throughout the organization. Data has no heart. But almost everyone cares about what other people are saying about them. Customer comments heighten awareness that customers notice employee behaviors. When team members hear or read comments from their customers about specific experiences in their area, this has high emotional impact. Emotion…
Read more
Voice of the Customer feedback is not just “reported.” It is delivered to the field with clear expectations for action. There is no value in reporting the voice of the customer (VOC) unless team members get actionable information to improve. There will always be variations in service quality – by day of week, by time…
Read more
Sign #3: Focus is on the key drivers of customer loyalty If you know the distinctions between a customer experience that is loyalty-inspiring, and one that is not, you can intelligently focus efforts. The biggest mistake business leaders and entrepreneurs make is to try to be the best at everything. While the impulse to excel…
Read more
