New business opportunities usually occur around big changes…changes in technology, the economy, the environment, in legislation, regulations, and also in changes in consumer needs, wants, and values. These changes always create a gap between what
R – Review (requires change / innovation) or repeat the activity (and tweak where necessary by monitoring)! Delivering on customer expectations is not a one off exercise. Things change continuously and unless you’re monitoring how
E – Empower your team to deliver on expectations and then some! If your team needs to check with you for every little thing, you’re in trouble! Either you don’t trust them or you’re a
M – Measuring the impact of your service delivery or as Jan Carlzon, author of a book by the same title would say, “Moments of Truth”. How does your customer feel when they have dealt
O – Observing the interaction of your customers and your team will yield some very interesting and important insights on how to best structure your customer service experience and environment. Do they browse? Do they
