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 14, 2011
Here's a simple paragraph on John Lewis from the Guardian in 2010
In the depths of what everyone keeps telling us is the deepest financial and economic crisis since the second world war, John Lewis plainly has not done badly (operating profit up 20%, if you didn't read the business pages last week). That's partly because it stacks its shelves with goods of a certain quality, and sells them to a certain kind of customer with a certain standard of service. After all, Middle England loves John Lewis: if a product is on sale in one of its stores, you know you can trust it. Plus you can be sure you'll be served by someone who really knows what they're talking about and, most unusually of all, is eager to help.
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 29, 2011
As customers, we
know: as soon as someone tries to “sell”
to us, we clam up, erect barriers, and do all we can to avoid ‘being sold to’.
In order to
combat this, dysfunctional sales techniques have arisen, where sales people
(desperate to ‘make a sale’ and ‘achieve budget’) try harder and harder to
‘make the sale’.
This charade ends
up as a ‘cat and mouse’ game, where all sides waste time, effort and money:
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'.
