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Customer Satisfaction Isn’t Sufficient: Why Businesses Should Focus on Customer Appreciation

2020-08-28T00:28:39+00:00

Smart businesses are becoming acutely aware of the urgent need to optimise their customer service and customer experience (CX). Those who have unshakable customer loyalty can withstand the unexpected and inevitable business hurdles caused by COVID-19. For most, [...]

Customer Satisfaction Isn’t Sufficient: Why Businesses Should Focus on Customer Appreciation2020-08-28T00:28:39+00:00

Protect the bottom line by looking after what you’ve got

2020-08-10T07:34:43+00:00

Have you ever had the misfortune of realising how much something is worth after you lost it? The true value of things is often realised when it’s too late. Customers are the same. Think of some of the [...]

Protect the bottom line by looking after what you’ve got2020-08-10T07:34:43+00:00

The #1 thing you need to fix to keep customers

2020-08-03T13:09:09+00:00

Net Promotor research from over 550,000 phone-based interviews identified communication as the number one complaint in business that impacts loyalty. The challenge today is there are so many types of communication; email, phone, letter, multiple types of social [...]

The #1 thing you need to fix to keep customers2020-08-03T13:09:09+00:00

As economic uncertainty grows, is it time to stress test your customer base?

2020-07-31T05:57:39+00:00

When we think about engineering or aviation, stress testing is a fundamental principle of safety. We would be shocked if it wasn’t done. In a business context, we are seeking financial safety, so you want to stress test [...]

As economic uncertainty grows, is it time to stress test your customer base?2020-07-31T05:57:39+00:00

Don’t focus on what you’re doing if you don’t know how well you’re doing it

2020-07-28T03:11:47+00:00

Why is it that so many companies are highly focused on the latest customer experience (CX) strategies yet have very little or no data to ensure they are on the right track? As W. Edwards Deming said, ‘without [...]

Don’t focus on what you’re doing if you don’t know how well you’re doing it2020-07-28T03:11:47+00:00

How to re-engage your team and deliver excellence

2020-07-28T03:11:07+00:00

Every business needs to clearly define it’s intention, both internally and externally. So often the message given to the market is completely misaligned with the culture and the team dynamics. It won’t work by just talking about it or [...]

How to re-engage your team and deliver excellence2020-07-28T03:11:07+00:00

How excellent customer service grows in a slow market

2020-07-28T03:10:47+00:00

One of the biggest mistakes a retailer can make is to assume their customer experience is at a high standard. The lack of focus on delivering service excellence is one of the key factors in why retailers lose [...]

How excellent customer service grows in a slow market2020-07-28T03:10:47+00:00