Have you ever seen a billboard that boasts a “100% satisfaction guarantee” or claims that a company’s customers are completely satisfied? At first glance, these statements seem reassuring. But what they really promise is just the bare minimum: [...]
Ask any CEO, Senior Leadership Team, or Executive about the importance of customer experience (CX), and you’ll hear the same answer: “It’s critically important.” But if you then ask them to provide the data that measures their performance [...]
Have you ever realised the true value of something only after you’ve lost it? The same applies to customers. Think back to some of the customers you’ve lost and wish you had back, especially when compared to the [...]
Remember the 1980s classic Back to the Future? It’s time to take a similar journey in business processes and rediscover the importance of service excellence and customer loyalty. In a world before websites, social media, Google, LinkedIn, and [...]
Many companies are focused on the latest customer experience (CX) strategies, but few have the data to back up their approach. As W. Edwards Deming said, “Without data, you’re just another person with an opinion.” Ask any CX [...]
One of the biggest mistakes a company can make is assuming their customer experience is already at a high standard. A lack of focus on delivering service excellence is a major reason why many businesses lose sales and, [...]
High-performing businesses don’t wait for things to happen. They actively plan for the future, constantly thinking ahead to stay aligned with their goals. A clear, strategic plan is always in place and documented—nothing is left to chance. To [...]
Net Promoter research from over 550,000 phone-based interviews revealed a crucial finding: communication is the number one complaint impacting customer loyalty. For any business striving to build a #1Reputation, effective communication isn’t just a strategy—it’s a necessity. With [...]
Every business must clearly define its intention, both internally and externally. Often, the message given to the market is misaligned with the company's culture and team dynamics. This can’t be fixed with words or press releases; it requires a [...]
In a world driven by technology and efficiency, many businesses have lost sight of one fundamental truth: personal connections and empathy are at the core of customer loyalty. A #1Reputation is not built on automation or convenience alone, [...]
