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#createthegapbridge the gap

Create the Gap, Bridge the Gap

by Craig Cherry

Train Those Standards & Procedures Into Your Teams There is no point having service standards if you don’t train them into teams. Behavioural training is often the best method as many people are unconscious about their own behaviour. We call this unconscious incompetence, see diagram below, training and feedback helps people move through the different steps.…

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Reward Customer Loyalty

December 6, 2019 By The Loyalty Zone

If you’re a loyal customer, you’re often on a worse deal than a new customer.  You only have to check your letterbox or answer the front door and you will be offered a better rate than the one you are currently on. You may even contact the current company you’re with and ask for a…

The Voice of the Customer Survey, the three customer zones.

Why Voice of Customer Survey Dismay is Costing You Money

July 24, 2020 By Craig Cherry

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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