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Favorite content on Service Operations & Tech Support, with an emphasis on how to align and leverage people, processes and technology
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Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave - The Pace of Service

Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave - The Pace of Service | Service Operations | Scoop.it
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Back to Basics: Procrastination - The Good, the Bad, and the Ugly

Back to Basics: Procrastination - The Good, the Bad, and the Ugly | Service Operations | Scoop.it
Procrastination is very literally the opposite of productivity.
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Value the Seconds You Can Save

Value the Seconds You Can Save | Service Operations | Scoop.it
Improvements are improvements whether they are days, hours, minutes, or seconds.  Of course everyone wants to save days or hours when they make an improvement, but the improvements that save secon...
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A Great Customer Experience Depends On Customer Understanding | Forrester Blogs

A Great Customer Experience Depends On Customer Understanding | Forrester Blogs | Service Operations | Scoop.it

 A great customer experience depends on a consistent understanding of your customer http://t.co/ISyFcoW...

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Free eBook: The 6 Laws Of Customer Experience

Free eBook: The 6 Laws Of Customer Experience | Service Operations | Scoop.it
A few weeks ago I introduced the 6 laws of customer experience. Since then, I've written posts for each of the six laws. It turns out that these posts have had extremely high readership. So I decid...
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What’s different about customer experience in financial services? - Webcredible blog

What’s different about customer experience in financial services? - Webcredible blog | Service Operations | Scoop.it
'What’s different about customer experience in financial services?' posted by Martin Rosenmejer on 9 September 2011. Read day-to-day thoughts on user experience, web design & the digital sector.
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Build Leadership Like Infrastructure… Cuz It IS Infrastructure.

Build Leadership Like Infrastructure… Cuz It IS Infrastructure. | Service Operations | Scoop.it
At a recent dinner w/some execs from my co we got into a discussion about leadership development.   The most senior guy at the table said that leadership development should be allowed to happen o...
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Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave - The Pace of Service

Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave - The Pace of Service | Service Operations | Scoop.it
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Bad Strategy – How To Spot It - ProfitPATH

Bad Strategy – How To Spot It - ProfitPATH | Service Operations | Scoop.it
Are you busy doing your business planning/budgeting for 2012? Be aware of the 4 hallmarks of bad strategy – according to Richard Rumelt.
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How to Sustain Front Line Process Improvement Activities - Brad Power - Harvard Business Review

How to Sustain Front Line Process Improvement Activities - Brad Power - Harvard Business Review | Service Operations | Scoop.it
Business bloggers at Harvard Business Review discuss a variety of business topics including managing people, innovation, leadership, and more.
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The 12 Most Important Steps an Organization Can Make to Improve the Customer Experience | Information Optimized Blog

The 12 Most Important Steps an Organization Can Make to Improve the Customer Experience | Information Optimized Blog | Service Operations | Scoop.it
The customer experience an organization delivers is unique to that company, difficult to imitate, and results in a distinctive competitive advantage.
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Good and Great: Choices that Shape Customer Experience | MyVenturePad

Good and Great: Choices that Shape Customer Experience | MyVenturePad | Service Operations | Scoop.it
 Perhaps you know the phrase, “Good is the enemy of great”. Popularized in recent years by Jim Collins, the phrase suggests that satisfaction with just being good keeps us from achieving really great things.
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4 “Work In Process” Metrics Every Tech Support Leader Must Know

4 “Work In Process” Metrics Every Tech Support Leader Must Know | Service Operations | Scoop.it
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3 Steps To More Effective Innovation | InnoFuture

3 Steps To More Effective Innovation | InnoFuture | Service Operations | Scoop.it
RT @madeinlafrance: @colfelt 's webinar about the role of customer experience scenarios for innovation and how to use them http://t.co/IDd2hFHT #yam...
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How Marketing Can Lead Process Improvement - Brad Power - Harvard Business Review

How Marketing Can Lead Process Improvement - Brad Power - Harvard Business Review | Service Operations | Scoop.it
Business bloggers at Harvard Business Review discuss a variety of business topics including managing people, innovation, leadership, and more.
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13 Essentials of Coaching for Process Improvement by Debashis Sarkar

13 Essentials of Coaching for Process Improvement by Debashis Sarkar | Service Operations | Scoop.it
13 Essentials of Coaching for Process Improvement by Debashis Sarkar - As organizations embark on their process improvement journey, one of the things that they seem to forget is to focus on coaching skills that creates change agents, says Debashis...
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What Makes Someone Leave A Website?

What Makes Someone Leave A Website? | Service Operations | Scoop.it
Attracting a potential customer is hard enough. Grabbing their interest and retaining them is even more difficult. It’s important to design your site so that user frustration is kept to a minimum, thereby maximizing customer retention.
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“Can I Help You With Anything?” (Ugh)

“Can I Help You With Anything?” (Ugh) | Service Operations | Scoop.it
My wife went to look for a dress on Friday.

 She told me about it later (must have been a commercial break as I’m not inclined to really listen to mall shopping stories) but I was so pleased ...
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Know Your Customer | 360Connext

Know Your Customer | 360Connext | Service Operations | Scoop.it
Most companies don't know their customers. They try focus groups or customer surveys, which have problems of their own.
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