“Joining the 8%”
“How to stand out from the crowd”
80% of business owners will tell you they deliver a “superior customer experience”.
Unfortunately, only 8% of customers would agree.
Getting your brand’s customer experience right can be your single most valuable competitive advantage.
In this talk Caroline shares 7 common profit plundering errors many businesses unwittingly make, that leave customers feeling uninspired, unloved and unimpressed.
Be in no doubt, these directly impact your reviews, your customer retention, and your bottom line.
“Sheep dips don’t work”
“Why most customer service training fails, and how to ensure yours doesn’t”
Your employees are the key drivers of your customers’ experience, but training is often seen as a necessary evil. It’s frustrating when employees don’t implement what they’ve been taught, or even more disheartening when you’ve invested in them and then they leave.
In this talk we’ll be exploring the impact of the Ebbinghaus Effect, how to massively improve your ROI on customer service training (or any other training for that matter!) and practical steps towards creating a service culture within your business.
“Puffed up with Pride”
”A customer will never love a business until its employees love it first”
(Simon Sinek, author of “Start with Why”)
Whether you agree with this statement or not, there’s no denying that employee recognition massively impacts your team’s productivity, your staff retention, your customers’ loyalty and ultimately your bottom line.
In this talk Caroline shares 3 essential management strategies to make employees feel proud to represent your business, proud of their contribution to its success, and proud to serve your customers.