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The Loyalty Zone

Be in the World of Your Customer

by The Loyalty Zone

Right now, in the current global situation, it can be easy to think the rules of building a successful business has changed.  While much has changed in the way we work, some for the better, keeping the customer at the centre of your business has not changed and is more important than ever. While much…

Checking in With Your Team

by The Loyalty Zone

Checking in with your team is a great way for leaders to gain a clear understanding about their team. It provides the time to discuss any questions, concerns or ideas and problem solve on the spot. In last week’s update, we explored ways to set your team up for success through asking key questions before…

4 Ways to Set Your Team up for Success

by The Loyalty Zone

Setting your team up for success doesn’t happen overnight. It’s a daily occurrence of the team working together and being clear about the goals you want to accomplish. A manager or owner of a business is motivated to see the business succeed.  Other people that work within the business may not be as motivated or…

Giving Feedback: Catching People Doing Something Right

by The Loyalty Zone

Hearing the words “Can I give you some feedback?” can send us into a panic. This is because when we receive feedback, it’s usually when things are going wrong. I’m certain you can recall many times in your career where you have been given feedback in some form, whether positive, negative or constructive.  The intention…

Developing Service Standards

by The Loyalty Zone

There is a science and an art to developing service standards. Customer experience is largely subjective and based on feelings. This means that you can’t be too prescriptive and specific with your service standards, because they will sound artificial and scripted. And you can’t make them too loose and vague, because they won’t be useful…

Identify Your Net Promoters

by The Loyalty Zone

Customer experience is one of the hottest buzzwords in business these days.

And it should be.

If you don’t know what your customers are saying about their experience with you, how can you make improvements?

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Leaders As Coaches (LAC) – Learning has not taken place until behavior has changed back on the job

October 19, 2022 By Craig Cherry

In last week’s article we discussed Training and how to identify if training is really needed and if so, what there is to train? In this article I promised to drill down on coaching and how to ensure training is transferred back on the job. If you haven’t read my previous article, How to identify…

Repetition Is Critical When Creating Great Customer Loyalty

February 15, 2023 By Craig Cherry

Last week I talked about a disappointing customer service experience with Jetstar, funnily enough I’ve had so much feedback to that blog. Sadly a lot of people said to me that they expect this sort of experience and when it leaves on time they think it’s good, talk about low expectations. This week I want…

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