Speaking at the Tourism Society Annual Conference this week, the theme for our session was compete and the title for my section “The 5 secrets of success for SMEs”. There were 101 ideas I could have shared, so honing this down to my just 5 was a challenge. I’ve picked just one of these for […]
Here’s a copy of yesterday’s presentation made at the Tourism Society Conference in Cardiff on: “Secrets of Success for SMEs: My 5 Top Tips” Tourism conference from Caroline Cooper
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 […]
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 […]
In what way is your business using social media to enhance the customer experience? Courtesy of: Impact Learning Systems
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. […]
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 […]
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 […]
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 […]
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 […]
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