Net Promotor research from over 550,000 phone-based interviews identified communication as the number one complaint in business that impacts loyalty. The challenge today is there are so many types of communication; email, phone, letter, multiple types of social media, [...]
When we think about engineering or aviation, stress testing is a fundamental principle of safety. We would be shocked if it wasn’t done. In a business context, we are seeking financial safety, so you want to stress test your [...]
If you look at high-performing businesses, they actively plan into the future. They're always clear on what they want. And the strategic plan is clearly documented. Every successful company is proactive in their thinking, and they don't leave anything [...]
Expect the unexpected. We’ve all heard this, but in the last few weeks, it’s now more relevant than ever before. So what does it mean when it comes to business, and how can you plan for such an event? [...]
Why is it that so many companies are highly focused on the latest customer experience (CX) strategies yet have very little or no data to ensure they are on the right track? As W. Edwards Deming said, ‘without data [...]
Every business needs to clearly define it’s intention, both internally and externally. So often the message given to the market is completely misaligned with the culture and the team dynamics. It won’t work by just talking about it or [...]
One of the biggest mistakes a retailer can make is to assume their customer experience is at a high standard. The lack of focus on delivering service excellence is one of the key factors in why retailers lose 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 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 [...]
