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How To Sharpen Your Customer Service Edge In 2023

by Craig Cherry

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…

Why Doing Independent Research Is So Important

by Craig Cherry

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…

Maximise Your Christmas Business Opportunity

by Craig Cherry

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…

What is the difference between Customer Loyalty and Customer Service?

by Craig Cherry

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…

Persistence Beats Resistance

by Craig Cherry

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…

Adults Are Children In BIG Bodies

by Craig Cherry

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…

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Identify Your Net Promoters

January 23, 2020 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?

You Can’t ‘DO’ An Apology

August 23, 2022 By Craig Cherry

This week dominating our Media here in Australia is Qantas CEO Alan Joyce’s apology. Not only does he apologise for delays, cancellations, and lost bags but the company, which has suffered severe reputational blows in the past year, offered a series of benefits for members of its Frequent Flyers Loyalty Program as a way of…

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