The ‘Happy’ Queue

Queuing for service is a test of patience. Customers might abandon their effort when the wait time becomes intolerable or conflicts with their plans. There are many ways to enhance queue experience. Inform and manage expectations Standing in a queue builds anxiety. When informed, customers can decide whether to wait… [More]

Listening to the Voice of Customer

I just returned from a Operational Excellence Summit in Orlando. It was an excellent conference where companies shared their learnings on their journey to operational excellence. One common critical success factor is listening to the voice of the customers. It is crucial for the following reasons. The business exists to… [More]

How to Overcome 3 Operational Challenges with Multi-channel Support

Convenience is a key consideration for customers when they choose who to do business with. Customers want to have options to access a business to make a purchase, research for information, address a billing issue, or file a complaint. It has become a necessity for businesses to offer multi-channel support…. [More]

Operational Alignment to Remove Customer Irritants

Every customer has unique expectations from her purchases. These expectations range from quality to unfaltering customer support. The challenge posed to every business is its ability to orchestrate the operations to meet these expectation. Failure to do so translates into irritations for customers. Here is a list of eight customer… [More]

How to Leverage Customer Feedback

Customer feedback is a pot of gold to a business. Customers who care to provide feedback want you to succeed. Unfortunately, many businesses don’t do a good job in gathering the feedback and following through with concrete action. In order to leverage customer feedback to improve your business, you need… [More]

Lessons from Apple Pay

Plastic cards fill our wallets. Credit cards, debit cards, loyalty cards, bank cards, membership cards, and ID cards add weight to the bulging wallet. The migration to the bar-coded key tags is an improvement but still an inconvenience. It is not surprising to find a wallet packed with more than… [More]

5 Keys to Serve Internal Customers

Internal customers are just as important as external customers. Your service constitutes an input component to their work. There are ripple effects on the business when internal customers are not served well. Functions such as recruitment, budgeting, and procurement provide services to different areas within the company. These services are… [More]

How Well Do You Serve Your Customers?

Are customers delighted in how you deliver your products and services? As the year comes to a close, it might be a good time to reflect on how well you have served your customers. Here are three examples of companies that place customer’s experience top-of-mind. 1. Over the holiday seasons,… [More]

To maximize business results, call Connie at 604-790-1220 or email us today!