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 […]
Some years ago I was fortunate enough to interview one of my mentors – Peter Thomson, and he shared an expression “Little hinges swing big doors”. I was reminded of this today when I learnt that it is NHS Change Day. It really doesn’t take much to make quite a marked difference to someone’s perception […]
With Valentine ’s Day last Friday no doubt you had plenty of messages about love. But will all those who sent you these messages still love you tomorrow; or was it just a flash in the pan? Make your customers feel loved every day, not just on Valentine’s Day. Consistency in customer service is without […]
Here’s a great example of what can be achieved when you have a great team behind you who are fully engaged in the customer experience and committed to giving great customer service … whatever the circumstances! The power went off the day before at about 10.30pm. Knowing that, not only was it Christmas Eve and […]
It’s about to be all change in the Cooper household. My husband is retiring this Friday. I have mixed feelings about this; on the one hand it gives much more flexibility to do things together, but as I spend much of my working week working from home I also realise this is going to be […]
Great infographic from Zendesk on the impact of customer service. Note: 52% indicated a good customer experience led them to buy more from the company. Image originally posted on Zengage, The Zendesk Blog
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 […]
On the 11th day of Christmas my true love sent to me A totally unexpected little extra Delivering what you’ve promised is a given. But giving Little Unexpected Extras goes beyond that. It doesn’t have to be massive – going the extra mile is good, but just going the extra inch or two can make […]
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 […]
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