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
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 30, 2011
Here's my nomination for absolutely outstanding service in 2011: Victorinox (those people who make those fab Swiss Army Penknives). Here's the story: it's short and sweet.
I was given a Victorinox penknife on my 16th birthday.
Some 30 years later, the tiny metal ring that attaches it to a keyring wore through from over use (everything else was still working 100%). I emailed Victorinox in Switzerland to see if it could be repaired.
tags:
trust ,
success ,
service quality ,
sales building ,
reputation management ,
referrals ,
increasing profits ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer loyalty ,
customer focused mission ,
customer focus ,
building 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.
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'.
