The link between customer service social media
In what way is your business using social media to enhance the customer experience? Courtesy of: Impact Learning Systems
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It’s more than just a card…
According to a recent Accenture report the UK has the biggest percentage of people telling their friends about poor experiences. So to build loyalty is it just about having a loyalty card? Of course not, but when I tell people I help businesses build loyalty it’s always the first thing they think of. […]
Do you ever fall down at the final fence?
What a waste! You’ve had a fantastic time. You’ve been well cared for, attended to with fantastic hospitality. Your meal, stay or day out was wonderful, the atmosphere was relaxed and all your friends and family have had a good time. But then it all turns sour. It’s time to go home and suddenly no […]
Damage Limitation
Even with the best will in the world sometimes there are things that go wrong; accidents happen, things get missed or events occur that are totally out of your control. So what can we be doing the lessen the impact on our customers’ experience and limit the potential damage to our reputation? Prevention is better […]
Begin with the end in mind
If you’re familiar with Stephen Covey’s “The 7 Habits of Highly Effective People” you’ll know that the second habit is “begin with the end in mind”. Whenever I’m talking to businesses about the customer experience I find this is the best place to start. I like them to imagine either the conversation customers will be […]
Going mobile
Does your Business need a Mobile Website or a Mobile App? It’s only been since Christmas, when Santa bought me a posh new iPad that I’ve started to appreciate the importance of going mobile. But mobile is no longer new or the exception; it’s fast becoming the norm. And considering so many of our customers […]
Five easy ways to reward your team
……..and bring a smile to their face, that won’t cost you a fortune in bonuses or incentives. People are often referred to as a business’s most valued asset and in experience-based businesses more than any your team can make or break the customers’ experience. They are certainly also one of your biggest overheads. Are you […]
What do you want to be famous for?
What would you think of a menu that only had one dish on it ? Or a venue that only offered one option. Well that’s exactly what happens at Bubbledogs who serve the unlikely combination of grower champagne and gourmet hotdogs. So why would anyone in their right mind provide such a limited offering. Well […]
Show your team some love
Like me, you know excellent customer service doesn’t happen by accident. And that no one wants to spend their hard earned cash on poor or mediocre service. But the simple truth is that those who have the most contact and can make the biggest impression on your customers are those who are usually the lowest […]
Who’s talking about you behind your back?
‘There is only one thing in life worse than being talked about, and that is not being talked about.’ Oscar Wilde So what do you do to get your customers (or your team, suppliers or joint venture partners) talking about you? There’s nothing like a glowing review, testimonial or referral to endorse your business. Pick […]
Are you making these mistakes?
Are you making any of these 7 Big Mistakes Business Owners (or their managers) Unwittingly Make - Resulting in High Staff Turnover, Low Productivity or Inconsistent Customer Service?
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