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The #1 thing you need to fix to keep customers

By |2020-08-03T22:59:03+10:00August 3rd, 2020|Uncategorized|

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, [...]

As economic uncertainty grows, is it time to stress test your customer base?

By |2020-07-31T15:57:08+10:00July 28th, 2020|Uncategorized|

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 [...]

Don’t focus on what you’re doing if you don’t know how well you’re doing it

By |2020-07-26T03:25:29+10:00July 7th, 2020|Uncategorized|

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 [...]

How to re-engage your team and deliver excellence

By |2020-07-26T03:25:37+10:00June 30th, 2020|Uncategorized|

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 [...]

Why you need to get back to the essentials to keep customers

By |2020-07-26T03:26:06+10:00June 16th, 2020|Uncategorized|

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 [...]

Obsess over your customers, not over your competitors

By |2020-07-26T03:26:16+10:00June 9th, 2020|Uncategorized|

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 [...]

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