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You Can’t ‘DO’ An Apology

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…

WHY? Do Some Companies Get It So Right – Very Low Variation If Any, Ever?

by Craig Cherry

This week I’m asking myself WHY? WHY, is it that I am constantly told by friends and colleagues that I should work with this company or that company because as customers they experience a massive variation in the customer service they receive? WHY? Do I get told about this massive variation between stores within the…

Customer Service is Leadership Driven

by Craig Cherry

I often write about handling more difficult situations like my recent airline blog, Standing In The Shoes Of The Customer Creates Great Customer Loyalty but then you feel frustration when the basics are not done as happened to me last week. Whenever this happens, I look at why. You can blame the person who served you, but…

Customer Loyalty – It’s 10 out of 10 or Nothing

by Craig Cherry

As a Customer Loyalty Expert, Speaker, Trainer, Coach, Business Mentor and Mentor at Thought Leaders Business School where one of our values is to ‘Do work you love, with people you like, the way you want’ it would be remiss of me not to take the opportunity to give a shout out to CUB.CLUB Australia’s members…

Standing In The Shoes Of The Customer Creates Great Customer Loyalty

by Craig Cherry

From the moment you interact with a business, there are multiple touchpoints that occur.  These touchpoints are called ‘moments of truth.’ Moments of truth are interactions that occur that leave a lasting positive or negative impression on a customer.  If you think about an airline for example: you arrive at the airport, check-in, go to…

Don’t Forget The People Side Of The Experience

by Craig Cherry

As a matter of interest this week, I decided to visit a local shopping center that had just spent millions and millions of dollars upgrading not just one or two stores but the entire shopping center. I had heard conversations from other people in our community that the end result was fabulous, and they were…

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How To Identify If Training Is Really Needed And If So, What There Is To Train?

October 10, 2022 By Craig Cherry

In last week’s article we discussed Training and Why is it so difficult to get quality training done? In this article I promised to drill down on how to identify if training is really needed and if so, what there is to train, in the training industry we call this Analysing Performance. When we analyse performance…

Working Together To Build Customer Loyalty Within Your Shopping District

April 14, 2021 By Craig Cherry

We hear a lot about the need for consumers to support local businesses; shopping with them and purchasing from them, especially in these tough times. My question is, what are businesses doing in local areas like small towns, communities and shopping districts to create customer loyalty to the total shopping area? Are they working together…

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