Have you ever noticed the performance difference between two very similar businesses? One seems to be totally on top of it and the other you can tell is struggling. Considering the market conditions, they are same location, product/service, sales [...]

Have you ever noticed the performance difference between two very similar businesses? One seems to be totally on top of it and the other you can tell is struggling. Considering the market conditions, they are same location, product/service, sales [...]

Have you ever seen a billboard or heard an add that says something like “100 per cent satisfaction guarantee”? Whenever I see statements like this my first thought is as opposed to what, 80 per cent? Customer satisfaction is [...]

Have you ever noticed a billboard that reads ‘100% satisfaction guarantee’? How about ‘our customers are completely satisfied with our service’? There’s a significant flaw in these headlines. It’s an assurance you’ll get what you expect and what you paid for. [...]

You can ask any CEO, SLT or executive team how important customer experience (CX) is and you will hear a resounding, ‘It’s critically important’. If you then ask them to provide the CX data that measures how well they [...]

Remember the 1980s classic Back to the Future? Well, it’s time to go back to the future in business process and remember how service excellence and client loyalty was everything to a business. There weren’t any websites, social media, Google, [...]