It is fair to say that no company consciously goes out of its way to provide terrible customer service, although you can be forgiven for thinking so after some of your personal experiences. Why is it then, that service across the board is generally so poor I believe that one of the main reasons is […]
! There is little argument that customer demands are far greater today than they were in times past. There is also general agreement that customer demands and expectations will continue to rise in the years ahead. Given that many businesses are struggling to meet current demands, a major challenge facing business owners and managers is […]
“Good is the enemy of great”, said Jim Collins in his bestselling management classic Good to Great. And so it is with service … the number one enemy of a great customer experience, is a good customer experience. Good creates a false sense of security, a sense that all is well with the world and […]
Design! Deliver! Delight! – winning strategies to develop a great customer experience & a high performance culture of service excellence. Modern day business has evolved beyond commodity, beyond product, and now beyond service; like it or not, we now all live and operate in the experience economy. Business today is about experience, the all encompassing […]
… because nothing happens until somebody sells something! In days gone bye, it was possible to survive in business by implementing a ‘best product’ or ‘best price’ marketing strategy. No longer is this the case. In today’s highly disruptive marketplace, a quality product or service is simply the price of market entry. What then is […]
Effective marketing has little to do with placing an ad in the local newspaper or industry magazine and then hoping that someone will see it and do business with you. It has everything to do with knowing exactly who your ‘choice-rich, time-poor’ customers are, where they come from, what they want, what price they will […]
Mission WHY are we here? Vision: WHERE are we going? Values: WHAT guides our decisions? Strategies: HOW do we plan to achieve our vision? Objectives: WHEN will our stated aims and objectives be achieved? Priorities: WHO is accountable for what in the next ninety days?
‘Shortage of time is the greatest shortage of our time.’ Fred Polak. If getting more done in less time with less stress is what you and your staff are looking for, then this powerful half-day professional development programme is for you. The take-home value for participants includes: Effective use of a diary or time planning […]
… enhancing personal performance by integrating work/life balance Setting goals and creating plans to achieve them are nothing new. In the 1960’s, David McClelland of Harvard University showed that setting specific goals and developing a plan to achieve them made entrepreneurs more successful. Later research revealed key elements about what works and what doesn’t. […]
What is a complaint? A customer complaint is a statement about customer expectations that have not been met. But more importantly, a complaint is a golden opportunity for businesses to make helpful changes or improvements to their respective product or service offerings. For any business to survive and prosper, it needs to maintain a high […]
