Would a poor customer experience make your customers cancel their membership?

My friend Julie just cancelled her gym membership, and it’s flagged up 5 important lessons on how to retain your valued customers. You see for me ‘membership’ is all about getting access to something that non-members don’t get. She’d been going to the same Saturday morning class now for over 10 years, maybe even 12 or 13. […]


How to engage with customers before they arrive to give a better customer experience

  Making the effort to connect and engage with your customers before they even arrive can lead to an all-round better experience, not just for your customer, but for you too.   First impressions are formed way before your customers walk into your business or even pick up the phone. From the moment they find […]


How to get your team engaged in customer service

I’ve just posted the slides from my latest customer service webinar on SlideShare on 6 simple strategies for inspiring and engaging your team to deliver outstanding customer experiences . This is what I covered…. The one thing you must have in place if you want your team to be meeting your (and of course your […]


Stating the Blindingly Obvious?

As a customer, don’t you find it infuriating when the systems don’t work? Doesn’t it frustrate you when the system doesn’t follow through on its promise? Doesn’t it confuse you when you follow the steps you’ve been asked to, only to reach a dead end? I’m sure we’ve all experienced these emotions, and it’s what […]


Are your trousers too tight?

So what exactly have tight trousers to do with customer service or the customer experience? Well, you know, don’t you, when you have a problem with your weight before you get on the scales, because your trousers start to feel tight? And when this happened you have three options: Denial – blame the washing machine […]


Why are we waiting?

Let’s face it; none of us like to be kept waiting. We always think of the 101 things we could be doing instead. Whether it’s waiting in a queue, being put on hold, waiting for a slow internet connection or waiting for a meeting or delivery, any of these situations can try our patience. So […]