Service Management
9 views | +0 today
Follow
Your new post is loading...
Your new post is loading...
Rescooped by Mike Hohnen from Changing The Workplace
Scoop.it!

How To Successfully Utilize the Employee-Service Profit Chain

How To Successfully Utilize the Employee-Service Profit Chain | Service Management | Scoop.it

Despite its early success, Sears began to have trouble when it starting diverting its attention from its retail roots. Starting in 1993, Arthur Martinez proposed a change in Sears’ culture that would focus on the level of employee satisfaction and how it impacts profiots


Via Roger Francis
more...
No comment yet.
Rescooped by Mike Hohnen from Business: Economics, Marketing, Strategy
Scoop.it!

5 Surprising Studies on What People Consider "Good" Customer Service

5 Surprising Studies on What People Consider "Good" Customer Service | Service Management | Scoop.it
Discover five surprising data points on what people really expect out of "good" customer service.

Via Pantelis Chiotellis
more...
No comment yet.
Scooped by Mike Hohnen
Scoop.it!

Social customer service: the challenge for brands in 2013 - Econsultancy (blog)

Social customer service: the challenge for brands in 2013 - Econsultancy (blog) | Service Management | Scoop.it
Social customer service: the challenge for brands in 2013
Econsultancy (blog)
In recent years social customer service has endured crises and successes in equal measure.
more...
No comment yet.
Scooped by Mike Hohnen
Scoop.it!

Call Me Loyal: How To Build Customer Loyalty By Focusing On Employee Loyalty

Call Me Loyal: How To Build Customer Loyalty By Focusing On Employee Loyalty | Service Management | Scoop.it
What does customer loyalty even mean? It’s more than customer satisfaction. Over two-thirds of customers reporting themselves as ‘satisfied’ will take their business elsewhere for a cheaper price o...
more...
No comment yet.
Rescooped by Mike Hohnen from Future of Conferences
Scoop.it!

Are Conferences Obsolete?

Are Conferences Obsolete? | Service Management | Scoop.it
Don’t get me wrong, if you can convince the company that you need to attend every conference in the country like some weed-smokin’ Phish fan, more power to you. Just be on notice that the day will come when the gravy train ends and we’ll look back and say “remember the days when we traveled the country for free to learn stuff we already knew?” Until then enjoy your free travel perks while you can, rack up those frequent flyer miles and 5 Stars restaurants because someday soon that pinhead Lionel in finance (who never travels) is gonna take a hard look at the books and ask “Why do we send Phil to San Francisco every year for MacWorld? Aren’t we in the semi-conductor business?”

Via Jay Cross
Mike Hohnen's insight:

It is not that black /white some conferences a fabulous  - but they are few and far between - the diffrence betwen good and horrible is service design. Great confernces have great #servicedesign.

more...
Jay Cross's curator insight, January 6, 2015 7:15 PM

Some see conferences as little more than boondoggle. 

Scooped by Mike Hohnen
Scoop.it!

Discouraging Coffee Drinkers from Lingering Will Drive Them to Starbucks - The Atlantic Wire

Discouraging Coffee Drinkers from Lingering Will Drive Them to Starbucks - The Atlantic Wire | Service Management | Scoop.it
The Atlantic Wire
Discouraging Coffee Drinkers from Lingering Will Drive Them to Starbucks
The Atlantic Wire
The war between coffee shop squatters and coffee shop owners has been brewing (if you will) for two decades.
more...
No comment yet.
Scooped by Mike Hohnen
Scoop.it!

Hotels Work Harder to Collect Customer Responses

Hotels Work Harder to Collect Customer Responses | Service Management | Scoop.it
Hotels may send guests who have just ended their stay an e-mail survey asking about their experience and sometimes an additional e-mail if they do not respond. ('.combining beverage service with food service..' based on Customer Feedback?
more...
No comment yet.