Category Archives: Customer satisfaction

Nov
2
  • The importance of service processes

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    Put simply, a service process is a set of defined tasks needed to complete a given business service activity, including who is responsible for completing each step, when, and how they do so. It is important to note that service processes are not just the processes at the point where the customer receives the service. Service organizations that consistently meet both cost and quality targets know that they must manage the chain of processes from start to finish rather than […]

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Jun
7
  • Service as competitive advantage

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    Increasing competition, declining sales and more service-aware customers are putting pressure on organizations to rethink and improve the levels of service that they offer. Hence, many organizations are recognizing that by improving the service provided, they can make significant and sustainable gains in the marketplace. Service and service delivery can be, and increasingly are, a competitive weapon. As highlighted in our previous write-up, “Understanding the service concept”, the effect of good service on creating valuable customers, increasing customer retention and […]

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Jun
1
May
9
Jan
22
  • Importance of Strategic Planning

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    In the last post titled “To become highly, focus on these activities”, there was a recommendation for us to focus more on activities that are important but not urgent.  Strategic planning is a good example of such activities.  Many of the day-to-day operational struggles we face in our organizations had their seeds sown in the past, when we failed to plan. Of course, no one can predict the future, everyday has its own operational struggles but the fact remains that […]

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May
27
Feb
10