![[VIDEO] Winning With Exceptional Customer Service](https://www.shmula.com/wp-content/uploads/2018/05/gh1txfqswuq-150x150.jpg)
In the U.S., poor customer service costs brands $83 billion every year. A study by management consultancy Bain & Company and Harvard Business School found increasing customer retention rates by 5 percent increases profits by 25 to 95 percent. To keep your customers coming back, businesses must provide a good product and a high-quality customer […]
Everyone believes that good customer service is strategic and can help the company grow, but great service still seems like a far reach for most companies. These articles show examples of great service and how you can apply those principles in your own organization right away!
Voice of the Customer (VOC): Get Strategic and Get Results
“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” ~Derek Sivers, Founder of CD Baby When you are dealing with customer issues, do you ever feel you are just putting out fires? Running […]
Does 8D Have Applications Outside of Auto Manufacturing?
Does 8D Have Applications Outside of Auto Manufacturing? When Ford developed the Eight Disciplines – or 8D for short – method to address issues within their organization, they actually created something much greater. They didn’t just resolve their own problems, but they gave the world a tool that has proven very useful in getting rid […]
Voice of the Customer: Are We Asking the Right Questions?
When considering Voice of the Customer (VOC) initiatives in your organization, are you focused and asking the right questions? Lack of direction and unclear communications create results that produce failure for both the organization and their customers. The real goal of any organization is to be profitable, but when we don’t really listen to the […]
Customer Experience: What Are We Really Fixing?
We have heard it all before. The customer is always right and what the customer says … goes! Yeah well, that is true … to a point. We will do whatever it takes to make the customer happy, but we are not going to change our core operational process because that is what made our […]
Capability Analysis: The Power in Variables
The capability analysis is a valuable tool for Lean Six Sigma professionals. Every process has performance limits and variables. There is power in understanding those variables and variances that customers will tolerate. It offers a method of understanding these variables or limitations, and aligns them with customer expectations. Understanding the Value of Capability Analysis Understanding […]
Food Service: Serving Up Six Sigma Quality Daily
The food service industry is tough. The challenges of the industry range from food costs and quality, to customer service and effectively using labor. To create the perfect experience, owners must find a delicate balance with these challenges. But to add to those challenges, in today’s digital environment, customers are engaging with social media, which […]
Voice of The Customer: What They Really Think of You!
Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want. Are you sure about that? […]
Voice of the Customer (VOC): Are You Just Putting Out Fires?
Do you feel like you’re just putting out fires with Voice of the Customer (VOC) programs? Always in a defensive, under siege mentality, arbitrarily moving in different directions without real focus or strategy? Well, you probably aren’t alone. If you are thinking it, then you are probably doing it! It’s time to step back, take […]
LiquidWeb Dedicated Hosting and a Lesson in Customer Experience
Shmula.com gets a lot of traffic. I’ve been through the website hosting seesaw of trying different website hosting companies. After using shared hosting, I finally went with dedicated hosting through LiquidWeb and haven’t regreted it ever since. This article will discuss my journey, why I ended up with my current web host, liquidweb, and perhaps […]