If you look at high-performing businesses, they actively plan into the future. They're always clear on what they want. And the strategic plan is clearly documented. Every successful company is proactive in their thinking, and they don't leave [...]
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 [...]
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 [...]
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, [...]
