Service culture is an important indicator for business image and reputation. Companies spend hundreds of dollars every day to analyze the customer service their customers are receiving. In the race for competitive advantage, service is one of the main aspects to consider. Measurement and proven methods of improvement, easy-to-use, tactical tools provide effective and fast results. Creating a strategy for achieving financial and reputational results is possible on the basis of objective indicators. For 3 years, 4Service Group has been conducting fundamental research for service diagnostics i ..read more

The current trend for sales and selling comes with emotions. Goods and services are now synonymous with the customer’s impressions of the staff. The Mystery Shopper research is evolving along with changing trends in the world of retail and service delivery. The modern “Mystery shopper” is an effective method that allows you to determine how close the customer’s actual experience at an outlet is to their desired one. An objective assessment of the service provided (eg compliance with standards) in the company and the intention to improve it are mandatory conditions. Therefore, determining the ..read more

Consumers give priority to the quality of the service provided, the speed of delivery and the responsiveness of the staff. The buyer evaluates the assistance they receive during all stages of the purchase: before, during and after. He/She is also more inclined to trust the seller of the product or service if they have been helpful and responsive. Clients and Service — points of interaction As confirmed by research conducted by 4Service Group customers value loyalty programs, promotions and discounts. According to communication preferences, consumers are generally divided into two groups: tho ..read more

Global trends in customer service during 2021/22 Elena Tsysar, partner at 4Service Group, consultant and CX researcher Trend Personnel 1. Hybrid working systems The Institute of customer service in the United Kingdom has announced 2021 to be a year of hybrid office systems. Everybody is searching solutions: how to find the form of collaboration that would be convenient for employers, customers and employees. Many offices are getting transformed into meeting places and innovation labs, companies renege on the idea of renting costly upscale offices. Some employees value the advantages of remot ..read more

Global trends in customer service during 2021/22 Elena Tsysar, partner at 4Service Group, consultant and CX researcher The good service formula Has the customer service improved in the last 20 years? The answer is: both “yes” and “no.” Service (or customer experience) can be represented by means of a simple formula S = E – P, where “E” stands for “expectations,” and “P” – for perception of real experience. Just imagine: today you have visited a café or a shop for the first time, and before that you have just seen an advertisement or a sign. If your expectations are above reality, you will ..read more

Over 50% of the respondents believe that the current crisis will last for more than 2-3 months 6 out of 10 Romanians are very concerned about the evolution of the epidemic, believing a major economic crisis will follow Over 90% of respondents consider themselves well or very well informed. 15% of Romanians did not make food supplies or things needed for the next period. Although they are worried about job stability, a quarter of Romanians do not have economies prepared for this situation. The optimism of the Romanians regarding the evolution of the Covid-19 epidemic is not very high at the ..read more

Using non-violent communication as a tool to achieve successful results when using Design Thinking techniques.  You may ask what kind of doctor we are referring to when talking about Service Design. However, there is a good answer to such a question:  Service Design acts like a doctor for businesses, it is capable of resuscitating even the most hopeless of cases, – 4Service Group Development Director Alina Andreeva. Design Thinking examines customer thoughts, the values and needs behind what they say and do and any barriers that might be blocking their interaction with the company ..read more

If you are familiar with the terms Service design and Design Thinking but do not have a clear understanding of these processes then this article is for you. Have you ever felt confused when visiting a store, restaurant or hotel when something doesn’t happen the way it should? For example, you have difficulty finding an exit to the checkout counter in a supermarket or the place to leave your luggage in the hotel lobby? Have you ever spent too much time on maintenance because staff didn’t do their jobs properly? Have you ever visited websites whose interfaces were difficult to understand?  ..read more

Customer focus should be viewed in terms of emotions, as emotions are key in this field. The need to predict and create positive emotions shapes the trends of service analytics. Design Thinking is a natural method of moving from needs to expectations. In order to maintain a solid foundation for innovative business development with a customer focus, 4Service Group joined the Amsterdam Design Thinkers (DTA) in October 2019 in order to share best practices and knowledge. The partnership with DTA is aimed at helping 4Service Group’s clients active on markets across Ukraine, Russia, Belarus, Kaza ..read more

4Service Group researchers conducted a face-to-face meeting between experts and consumers. We studied the opinions of two groups of respondents regarding omnichannel, personalization, and artificial intelligence technologies. Numerous studies show that the opinion of experts (eg business representatives) can sometimes be wrong. When implementing innovations in service, it is always important to take into account the opinions of customers and potential consumers. This helps you build your strategy correctly. Experts tend to believe that all business decisions should only be taken on their rec ..read more