Jan 12, 2012
Curious about todays poor Christmas results announcements from Tesco, I decided to visit my local Tesco Superstore, as I haven't been there for a while, to see if I could notice anything different, that might help explain their problems.
And besides: it's sale time and my wife's birthday in a month so they might have some cheap hoovers or ironing boards!
Amazingly, I immediately noticed some glaring issues: they have really lowered their game (and there were very few bargains compared to their rivals ... (got some fab stuff in Sainsbury's last week)).
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
Jan 03, 2012
The moment that Tesco started focusing on customers and not worrying about what
Sainsburys was doing was the moment that their rise began according to former
CEO Terry Leahy. Too many organisations forget that without customers there is
no business.
Dec 19, 2011
Here's a quote one of my customers sent me this week: this was a quote from his Office administrator:
She said this: “It’s been really helpful to me in my dealings with customers. If we have an issue I am a lot more confident to take control of the situation and make decisions because I know clearly who we are and what our approach should be. I don’t have to run around trying to figure out how to handle each issue and this makes it easier to serve the customer better.”
Dec 13, 2011
For the last 300 or so years the marketing / manufacturing model has worked well (so we're used to it!)
BUT the world is now changing (very fast)
the customer, previously disempowered, now has the ability to find out about you and feedback on their experience with you like never before
worldwide competition has made everything super competitive
The 'old thinking' is 'cheaper and faster': but this is a recipe for disaster : not only do we struggle to do this (see the fate of most UK industry), but also the customer doesn't REALLY want this (otherwise we'd all be driving around in Kia cars)
The key differentiator and recipe for success in the 21st Century will be consistency & reliability of customer experience, combined with continual improvement
Manufacturers know this for PRODUCT, but not yet for SERVICE
So we need a SYSTEMATIC approach to getting the customer experience consistent, reliable and improving
And noone yet has put a system forward (with simple, powerful measures) that does this ... until now
My system does exactly this: called 'Great or Poor' it empowers organisations, teams and individuals to ensure the experience they deliver (internally and externally) is both consistent, reliable and continually improving.
tags:
win win ,
upselling ,
sales building ,
measure ,
making money ,
increasing profits ,
great or poor ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer service ,
customer focus ,
cost reduction ,
building business
Nov 24, 2011
Here’s a great a simple to understand rule and practice to turn new
customers into advocates quickly and effectively.
7 DAYS out from the initial customer interaction call them to make sure
that they have received everything promised and ask how they felt about the
customer service they received : use the ‘Great or Poor Score’ - this will then
provide your customer with an opportunity to provide verbal feedback (making
this easy for the customer - this is also a very important thing to do ... make
it easy)
Then 7 WEEKS out from the customer interaction, call them again: this time,
use a 3rd party and use the ‘Great or Poor Score’ along with ‘The
Ultimate Sales and Marketing Question’
Nov 15, 2011
So often we hear
people saying, ' go the extra mile
', but we would have to do disagree vehemently.
The ‘extra mile’
is unsustainable, annoying, demotivating and frustrating. One of my goals in life is to see the phrase
' go the extra mile ' erased from the vocabulary of business!
When I say to
people: ' how do you feel when your boss or your organisation asks you to go
the extra mile?’ The answer always is, 'it's
too far, it's too difficult and it's unsustainable'.
