Q: How many hairdressers do you drive past to get your haircut? How many car repairers do you pass by to get your car serviced? And how many accountancy and law firms are there between you and your preferred accountant or lawyer? A: Most often, at least one or two; sometimes, many more. Q: So […]
Ever since 1875 when Alexander Graham Bell made that first famous telephone call to his assistant, it is arguable that no other piece of technology has had such a profound impact on business. And yet, well over a century later, it is still abused and greatly undervalued by most businesses. This is never more apparent […]
I recently dropped by a relatively new restaurant for a bite to eat and a spot of mystery shopping. It was mid week and their lunch crowd was moderate … only a few spare tables, but no long queue waiting to be seated. Firstly, I had difficulty locating the main entrance due to a lack […]
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 […]