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. […]
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 […]
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 […]
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 […]
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. […]
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