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If you were to ask a room full of CEOs “How many of you use a voice of customer survey to learn what your customers are saying about you”? In this article, I’m going to tell you what they say. And the answer may shock you. Most of us do not use a proven methodology…
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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…
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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…
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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…
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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…
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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…
