Network your way to superior service

A recent post on the Wikinomics blog raises the question of how much time the use of Facebook and other social networking wastes at work. A recent study suggests 233 million working hours are lost each month due to Facebook. Rather than using shock statistics to impose a knee-jerk ban, companies should recognise the potential benefits of social networking to deliver superior service. Continue reading “Network your way to superior service”

Enablers: location, location, location

If you want to lay the foundation for a great customer experience it’s a good idea to start with the look and feel of your location – both physical and virtual.

La Baie de Somme - relaxing, even on a dull day

Let’s consider physical location – if you want a good post on virtual location take a look at a recent post on the 1to1 marketing blog – and I’ll indulge in another of my specious comparisons by comparing British and European motorway service stations. Continue reading “Enablers: location, location, location”

Getting the basics right: a tale of two restaurants

Two restaurant visits in the space of a week reinforced my view that it’s getting the basics right that distinguishes a superior service from a purely functional one.

Back in August we were celebrating my eldest son’s birthday and arranged a couple of meals. The first was at the acclaimed South London restaurant Chez Bruce and the second was at Locale, an Italian restaurant near the London Eye. These are two very different restaurants: Continue reading “Getting the basics right: a tale of two restaurants”

Superior service examples: introduction and warning

This category features stories of organisations which have provided me and other contributors with a good example of superior service. Where possible I will provide feedback to the organisation in question and, if they are willing (they should be!), I will share with you the critical success factors they have put in place to deliver superior service.

But first a warning: Continue reading “Superior service examples: introduction and warning”

Basic etiquette: the foundation for superior service

If you want to lay the foundation for superior customer service then one of the enablers you need to put in place is to make sure people have a basic level of etiquette or good manners.

I was recently on holiday in France and was struck by how French people are conditioned to be polite by comparison with the British. Carry out most transactions – however mundane – and you will be greeted with “Bonjour” at the start and “Bon journee” at the end – that’s the equivalent of “Good day” and “Have a nice day” to book-end the interaction. Continue reading “Basic etiquette: the foundation for superior service”

Welcome to the Superior Service Field Guide

The aim of this blog is to explore what superior service means, why it is that some organisations are particularly good at it and why some seem to struggle.

The basic premise is that there is far too much service out there that is just functional and quite a bit that is inferior or worse. So, improving service from inferior or just OK to superior represents an opportunity that many organisations are not exploiting. Continue reading “Welcome to the Superior Service Field Guide”