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Reading this article will tell you exactly what actions you need to take to sharpen your customer service edge. As a Customer Loyalty Expert, Speaker, Trainer, Coach and Business Mentor I am often asked by people what are the top 5 actions to ensure delivery of customer service excellence. Here are 5 great actions you…
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I recently requested referees from a company that I was looking to use in the construction field. The owner gave me 3 contacts from recent projects. I phoned each person and had great discussions. My experience of doing this just reinforced why doing independent research is so important. Clearly the potential client gave me these…
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Christmas trading and upcoming holidays are for many businesses one of the most important revenue times. How do you maximise this opportunity not just for the immediate opportunity but for the long-term. Below are some key facts from research of 1000’s of customers: If customers get a 10 out of10 experience, then a massive 91% said…
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A lot of companies look at their customer service as an opportunity to improve their business, which is a valid thing to do. But most do not stop to consider, what distinguishes customer loyalty and what distinguishes customer service. Many have the two collapsed. The difference between customer satisfaction surveys and customer loyalty surveys is…
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A more personal blog this week, acknowledging my youngest and eldest daughters – only a 20 year gap between them!!!. Firstly, my eldest daughter Hana. Hana recently was appointed as a Victoria Fisheries Officer in Melbourne. A Fisheries Officer takes part in patrols of marine and freshwater waterways to ensure fisheries resources are being used sustainably and…
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One of the greatest pieces of advice I had ever been given is to remember that adults are children in big bodies. What does that mean to me? Like children they need boundaries, they need structure, they like positive feedback. I can’t remember who told me to be honest, but I’ve never forgotten this distinction…
