When we guide a Service Transformation journey with businesses, one of the key measures we focus on is: have people started to change their language? If you listen intently to the language used in meetings and corridor conversations, you can assume that the same language is being used with the customer. Last week, I spoke to [...]

If you experience lousy service, you might describe the person who served you as inattentive. If you experience a service that draws you in and makes you feel like you matter, you might describe the person who served you as devoted.The inattentive employee, who interacts with customers and colleagues, can be perceived as: bored, distracted, absent-minded and [...]