What do your customers remember most about their customer experience?

On the 12th day of Christmas my true love gave to me…  A truly Memorable Last Impression What’s the very last thing your customers see, hear, smell, taste or feel as they leave. What will your customers remember most about doing business with you as they drive off into the sunset? Whatever happens in the […]


Add value for your customers

On the 10th day of Christmas my true love sent to me… A problem solved Solve your customers’ problems as an opportunity to add value. Be proactive and be one step ahead of your customers by offering them things they want. This involves listening and responding, but also imaging what else either complements what you […]


Give your team the skills to deliver great customer experiences

On the ninth day of Christmas my true love sent to me A Trained and Trusted Team   Nothing frustrates a customer more than being told by a member of staff that they don’t have the authority to make a decision or approve a simple request. Even more so when the only person who can […]


Enhance your customers experience – save them time

On the eighth day of Christmas my true love sent to me Some spare time! Anything that saves your customer time will add value. If people have to queue, make this as painless as possible. Can they be doing other things whilst queuing which will save time once they get served – filling out forms, […]


Great customer experiences need great systems

On the seventh day of Christmas my true love sent to me A system! Is your business like the seven Swans are swimming, all serene on the surface, but chaos behind the scenes? To deliver the same consistent level of great customer service and customer experience you have to have systems in place, otherwise no […]


A flawless customer experience

On the sixth day of Christmas my true love sent to me A flawless customer experience See things through your customers’ eyes Take a step from behind your desk, counter, office, or wherever you use as your base to conduct business and take a look from your customers’ perspective. At every step….. Think about every […]


five keys to 5 star service

On the fifth day of Christmas my true love sent to me… five gold keys to 5 star service I believe there are five things that make up 5 star service: Defining and sharing your customer service values Define the type of experience you want your customers to have and work backwards. Ask yourself what […]


Tell your story

On the fourth day Christmas my true love sent to me…  A story  Everyone loves a good story, you just need to read the pages of Hello magazine, or even our own trade press to see that we like to hear about what goes on in people’s lives behind the scenes, and get a feel […]