Tags » Service Quality

Ecommerce managers, digital buyers and marketing managers take note.

Source: www.mycustomer.com

Service Design, Service Management

The Overpromise of Everything

The best. The improved version of the best. Highest quality. Exquisite. Impeccable. Enhanced performance. Seamless. Integrated. Top notch. And so on.

Those are the promises we are surrounded with every day. 310 more words

Contemporary Life

Lowering Customer Defections Increases Profits

In the early nineties, a classic article was published in the Harvard Business Review, called “Zero Defections: Quality Comes to Services,” that quantified the value of increased customer retention (or, as they referred to it in the article, “decreased customer defection”). 284 more words

Tenant Service

“Always/Never List” Helps Codify Service Standards

Two of the most important components of any service quality strategy are:

  1. Having a well-defined and consistent set of service standards in place
  2. Effectively communicating those standards throughout the organization…
  3. 304 more words
Tenant Service

Variations in Service Level Agreements (SLAs) in Testing Industry

With changing delivery models, there also has been an immense change in SLAs and metrics over

the past few years.

Initially, most metrics focused on… 435 more words


OM in the News: Coach Gets More Crowded

“Skinny is all the rage on the runway right now,” writes The Wall Street Journal (Oct. 29, 2014). Delta, United, American, Southwest and other airlines around the world have installed seats with trim metal frames and ultrathin cushions, squeezing rows closer together to pack more people on each flight. 274 more words

OM In The News