Daily Archives: April 15, 2014


What to do when service delivery goes wrong…

What to do when service delivery goes wrong… Service delivery hiccups happen to even the most proactive and customer centric of companies.  When a service problem occurs, a speedy response can impress customers and keep them coming back.  So whenever those occasional and unanticipated customer challenges surface, follow the six […]


Value Perception

Value Perception  The Value Search is on—are you producing it? Our fast pace society, the challenging economy and daily job stresses are external elements over which we have little control. So what do we have control over? It is important to communicate the value that we bring to the customer. […]


Customer Touch Points

Customer Touch Points  Providing top-notch service is a continuous process that requires constant vigilance. Each time your customer experiences service from your organization, that customer forms an opinion of your services. This is called a Customer Touch Point. Touch Points can begin before your customer even sets foot in your […]