I’ve just returned from speaking at the Hospitality.next conference in Athens. In my presentation I shared my 7 low-cost strategies to wow customers and keep them coming back for more. I asked the audience for their feedback on which of the 7 strategies they felt they need to focus on most to improve their customers’ […]
I occasionally get asked to deliver one off training workshops. There’s nothing wrong with a one off workshop providing it’s not just a sheep dip, and everything else is in place to support delegates once they get back to the workplace. I’m sure you too can think of occasions when you’ve attended some training, or […]
When we were in Italy last month I was surprised at just how many shops still close for lunch; even in tourist towns. But, the as the saying goes: “when in Rome….” But back here in the UK I am still surprised – even shocked – at just how many businesses are either not open […]
This week is customer service week. So what have you done this week to demonstrate your commitment to delivering great customer service and a great experience for your customers? Here are some things you might well think about… Send a thank you card to your most valued customers simply to say thank you to show […]
We all know it’s far easier to get more business from our existing customers than it is to rely on a constant stream of new business. But unless we have a strategy and infrastructure in place were leaving a lot to chance. Here are “7 Customer Care Strategies to Woo and Wow your Valued Guests […]
You know that moment when you ask someone for their feedback or opinion and they say one thing, but you hear from their hesitation or in their tone that they think something different? Well, that’s the beauty of face to face feedback. So often when I discuss with clients how they gather customer feedback they […]
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?
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