“Communicate everything you can to your associates. The more they know, the more they care. Once they care, there is no stopping them.” Sam Walton, Wal-Mart A survey conducted by Glenn Tobe and Associates revealed that the second most important motivating factor that employees sought from management was ‘feeling in on things’. By the way, […]
Numerous studies over many years have investigated the link between customer and employee satisfaction, the majority of which have revealed a strong correlation between customer and employee satisfaction and business profitability. A recent Gallup survey of 55,000 employees matched the following with higher profits: Employees felt they were enabled and supported to do what they […]
“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 […]
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 […]
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 […]
Business Less time working in your business and more time working on it Increased business profitability Focus on the important rather than the urgent Establish what is fundamental to be done right now Design & implement better business systems & processes Design & deliver a superior customer experience More delighted customers More focused and innovative […]