service delivery

Articles

Uncommon Service – Putting Customers at the Core of Your Business
Put customers at the core of your business - establish the four dimensions of business that are required in order to deliver excellent customer service.
Book Reviews, Customer Experience, Customer Satisfaction, Employee Experience
Employee Engagement Awareness on the Rise
A review of current business articles highlighted a number of tweets, posts, and media articles over recent days and weeks that focus on employee engagement.
Employee Experience, Leadership
Service Recovery Window
For organisations providing a service to customers (ie. most organisations), there will be times when the service delivery doesn't match the customer's expectations. This occurs when the customer's expectations are not clearly understood or managed. Organisations that are specifically service-based, differ from those that manufacture products. In both instances, there is a requirement that needs…
BPM Articles, Quality Management Systems