Blog | Jill Donnelly (4)

Jill Donnelly

Interesting Thanksgiving Comparisons...

on November 26, 2013

This Thanksgiving season we came across some interesting Thanksgiving facts, courtesy of WHSV.com out of Harrisonburg, VA. And we believed them because, well, Virginia was one of the 13 colonies…so they definitely know a lot about Thanksgiving! As we were browsing through, it was hard to ignore the similarities between Thanksgiving and Customer Service. After all, saying “thanks” is a tenant of great service behavior!

6 Minimum Standards of Customer Experience

on November 21, 2013

I was recently interviewed by a reporter from the Fiscal Times regarding how to improve customer experience. The topic came up as a result of the widely-publicized issues that customers have been facing while attempting to access the on-line health insurance exchanges in compliance with the Federal Government’s Affordable Healthcare Act.

The 5 Scariest Company Initiatives...That Are Actually Not-So-Scary

on October 31, 2013

People are sitting in board rooms all across the US today (perhaps clad in costume), realizing that they must change the way they are doing things.

Class is in Session: Service Behaviors

on September 24, 2013

The secretary at our children’s elementary school is fabulous. I mean fabulous. Everyone raves about her.

Airport Concession Service: More than Meets the Eye!

on September 12, 2013

I was at a networking event recently, chatting with a group of entrepreneurs. When they asked about our company, what work we perform and what markets we serve, I mentioned that we do lots of work in the airports. “How so?” they asked. When I told them about how we work with airport concession management companies to improve service delivery in the airport…they were intrigued.

Service Mapping: Your Path to Service Excellence

on August 29, 2013

How do you engage your customers? How do you know what they experience? Do your employees operate with a focus on the customer experience, or simply to complete tasks, fill orders and turn transactions? Are your customers delighted EVERY step of the way?

Sales Training: Connecting Marketing with Sales

on August 20, 2013

Have you ever seen an advertisement for a new product, or signed up for a promotion, and then tried to purchase the item or redeem the promotion only to find that the sales people know nothing about which you speak?

Mystery Shopping: What's it Gonna Cost Me?

on May 21, 2013

WHY mystery shop

WHAT to do with the results and ultimately...

HOW much does it cost?

Any organization embarking on an initiative to evaluate and improve their customer experience through mystery shopping will have questions along the way…CSE has the answers!

Internal Processes: Affecting the Customer in Every Way

on April 23, 2013

Even When it Comes to Lunch Breaks!

Isn’t it odd that oftentimes several organizations offering the same product or service can produce such different experience outcomes? If you’ve ever flown on an airplane, the experience between certain carriers is largely varied. Or, if you’ve been to the grocery store--there are major differences between the Wegman’s of the world and the “others”. I would suggest that an organization’s people and internal processes are what make the most difference in experience outcome. The physical setting sometimes plays into it--but you all know that “hole in the wall” restaurant that delivers great food, great service and a delightful experience.

Communication: Not Just the Key, but the KALE to Healthy Relationships

on March 20, 2013

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