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Organizational Culture: It Cannot be Ignored

We have observed the better performing clients on our ServiceConnect program seem to have a different organizational culture.  Often, you can't put your finger on it but there is a palpable difference.  For example, when you walk in the door and meet an employee there is a palpable difference in the way they approach you. Among those clients with better customer service, the employees may be a bit friendlier and go out of their way to welcome you.  More fundamental to a healthy organizational culture (and a bigger thing) is an openness to new ideas and a willingness to give a try to new things.

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Okuma America Implements ServiceConnect to Improve Customer Service

I am pleased to announce that Okuma America Corporation has implemented ServiceConnect by The Daniel Group.  ServiceConnect is a proven way to measure, manage, and improve customer service.  For more information, click here for the press release.

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Common Customer Experience Pain Points

A recent article in Consumer Reports caught my attention.  The article, entitled "What's Wrong With Customer Service?" shared some interesting findings from their own research.  Keep in mind, this mostly applies to a business-to-consumer environment but many of the messages apply to the business-to-business world as well. 

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Getting Customers Off the Fence

Since 2005, we have provided a transactional survey process, ServiceConnect, to our clients.  Most of the clients are Caterpillar dealers.  One of the biggest challenges they have faced is the Passive customer (i.e. the customer who gives a 7 or 8 on the willingness to refer or Net Promoter Score question).  Over the past year several dealers have made significant improvements in moving Passive customers to the Promoter category.  I interviewed one client CEO about what they did and he had a simple response. 

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