May 06, 2012
I am not generally a fan of most chain stores.
I guess they do what they do fairly well, but they don't get me excited!
This is a short tale of one visit to my local Boots that defied all expectations, and has transformed my opinion of that store (they key is: can they keep it up??) because one individual chose to own her job, take initiative and go the extra inch.
Apr 24, 2012
BASICS
1. TAKE THE TIME TO GET IT RIGHT
a. This should be discovered, and not rushed
tags:
the speed of trust ,
reputation management ,
profit ,
making money ,
increase sales ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer satisfaction surveys ,
customer loyalty ,
customer focused mission
Mar 25, 2012
There was a wonderful question asked recently on Linked In about the value of Trust and Loyalty, and whether this would make is easy for a Company such as Apple to move quickly and profitability into areas such as banking.
A survey had been conducted that suggested it would.
But then there were comments attached which stated (from Apple customers) that perhaps it wouldn't be that simple: because they felt 'tied in' by Apple and didn't want to be 'tied in' by a Bank (as they effectively feel already).
Mar 25, 2012
Orange are definitely trying to be 'GREAT@ at customer service: and this was recently announced as the most important competitive advantage their business could gain.
It is partly working: when you speak to their reps, they are courteous and VERY helpful: and it's very good ... but, as a new customer, I can tell them that there are still a LOT of gaps and issues.
Or, at least I could tell them if they'd let me.
tags:
win win ,
upselling ,
sales building ,
referrals ,
profit ,
poor service ,
measure ,
increase sales ,
go the extra inch ,
customers REAL needs ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
customer focus ,
communication ,
building business
Mar 09, 2012
Here's a great little story about a Bank getting it right.
Last week I was in NatWest Okehampton: there was a queue of about 4 and only one person serving. Consequently I had to wait about 15 minutes to get served.
Whilst I was waiting I picked up their leaflet about what a helpful and customer orientated Bank they were: talk about rubbing salt into the wounds when you're in a hurry!
Jan 31, 2012
tags:
success ,
sales building ,
reputation management ,
increase sales ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer focus ,
building business
Jan 12, 2012
There's much shouting about how 'unfair' Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight. Here goes:
> It's not 'unfair' everyone has the same issues!
> If you get it right it's free worldwide advertising for a little bit of effort, what on earth is anyone moaning about?
tags:
winning ,
social media ,
service quality ,
sales building ,
reputation management ,
referrals ,
measure ,
increasing profits ,
increase sales ,
great service ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
customer focus ,
cost reduction ,
building business
