Hooray! After 4 months my website is fixed and I can at last start blogging again. So watch this space for blogs on managing the customer experience, creating customer loyalty, customer retention, customer service training and employee engagement.
To get a return on our investment in customer service training we need to build the confidence of the team. People who feel they will be praised for good results are more likely to do tasks willingly in the first place. And far more likely to try out new skills if they know they’ll be […]
I’m one of those people that like to give others the benefit of doubt. So when something goes wrong I’ll usually go out of my way to give feedback giving them the chance to put things right – and retain my trust or custom. Getting feedback from customers and being given a chance to turn […]
I like this infographic on the problem with relying on points in building customer loyalty. Shouldn’t it be about giving an outstanding customer experience and value for money?
Last weekend we took a break to Istanbul. If you’ve ever been there you’ll know that like so many tourist areas you have to run the gauntlet to get through the mass of eager restaurateurs, carpet sellers and ceramics stallholders. The trouble is they’re all just trying too hard to get our attention without even […]
Love this infographic which goes beyond just customer service but embraces the whole customer experience. No 6 is my favourite; some businesses just don’t get this, and hide their head in the sand…
Your team represent your company. Whilst some of their actions might bring massive value to your business there may be those who have the potential to do more harm than good unless they’ve had the right customer service training. Here are ten reasons why you’d be a fool not to invest in training your team […]
Here are some pretty scary statistics which don’t bode well for a great customer experience. How do you fare against these?
Two of my workshops this month have focused on employee engagement. What’s that got to do with the customer experience you ask? ….Well, have you ever had a good customer experience when served by someone who wasn’t engaged? This post has now moved You can read it here
I wasn’t in the best of spirits when I boarded the train home from Manchester yesterday. I’d already been kicking myself I hadn’t booked a taxi from my client’s premises as when I left it was pouring with rain; so naturally there wasn’t a cab in sight. Arriving at the station with only minutes to […]
"Stop letting your customers walk away"
Download my free book
"The 7 Common Profit Plundering Service Pitfalls that Unwittingly Leave Customers Feeling Unimpressed, Uninspired & Unloved"