Personal touch still goes a long way It’s not so long ago that we had to personally engage with customers to communicate, either via phone or face to face. Writing a letter was the last resort; it had [...]
Have you ever noticed the performance difference between two very similar businesses? One seems to be totally on top of it and the other you can tell is struggling. Considering the market conditions, they are same location, product/service, [...]
Have you ever seen a billboard or heard an add that says something like “100 per cent satisfaction guarantee”? Whenever I see statements like this my first thought is as opposed to what, 80 per cent? Customer satisfaction [...]
Have you ever noticed a billboard that reads ‘100% satisfaction guarantee’? How about ‘our customers are completely satisfied with our service’? There’s a significant flaw in these headlines. It’s an assurance you’ll get what you expect and what you paid [...]
You can ask any CEO, SLT, Executive Team around the importance of customer experience (CX) and you will hear a resounding, ‘it’s critically important’. Then ask them to provide the CX data that measures how well they are [...]
Remember the 1980s classic Back to the Future? Well, it’s time to go back to the future in business process and remember how service excellence and client loyalty was everything to a business. There weren’t any websites, social media, [...]
