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, [...]
Customer satisfaction is a term we've all seen on billboards and heard in ads—“100% satisfaction guaranteed.” But what does that really mean? Does it imply the alternative is 80% satisfaction? In today’s business world, customer satisfaction has become [...]
In today’s rapidly evolving market, businesses are facing a new reality: optimising customer service and experience is no longer optional—it’s essential for survival. The companies that thrive, especially in the post-COVID world, are those that have secured unshakeable [...]
The Importance of Stress Testing When we think about engineering or aviation, stress testing is a fundamental principle of safety. We would be shocked if it weren’t done. In a business context, where the goal is financial security, [...]
Expect the Unexpected We've all heard this phrase, but its relevance is more critical now than ever before. In the business world, it means constantly evaluating what you can control and influence and ensuring you have the experience [...]
Have you ever compared two very similar businesses and noticed a difference between their performance? One seems to be totally on top of their game, while the other is clearly struggling. Despite sharing the same market conditions, location, [...]
In challenging economic times, a company’s survival and success can hinge on the strength of its reputation. For business leaders, prioritising customer experience and team culture is not just a strategy for growth but a necessity for maintaining [...]
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 [...]
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 [...]
