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Why We Should Workshop Successful Results

by Craig Cherry

In this week’s article I wanted to discuss success and why it is critical to spend as much time understanding why an intended outcome was successful as we tend to do when something fails.  As I mentioned in a previous article One Man Three Lifetimes one of the things we do in our research is…

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…

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…

Don’t Let Your System Destroy The Customer Experience

by Craig Cherry

Most business owners start up their businesses really well. They have done their homework; they understand that it’s the planning that is equally if not more important than their actual service. They have implemented the 85% of any outcome is achieved in the first 15% rule. They have spent time selecting their products and services and are…

How 10/10 Customer Service and Product Awareness Can Drive HUGE Revenue Increases In Your Business

by Craig Cherry

Recently, I was back in the US presenting the results of their customer loyalty research to senior management and their teams. These guys are absolutely committed to driving revenue through customer loyalty research. They are now achieving an amazing +77 NPS (Net Promoter Score). The main focus when visiting and working with this company is…

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Don’t Forget The People Side Of The Experience

April 20, 2022 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…

Employee Loyalty = Employee Retention

June 21, 2022 By Craig Cherry

We are hearing a lot about employee engagement at the moment in particular, the amount of people not only changing jobs, but changing careers. I was speaking to a group of 18 CEO’s recently and the burning issues they wanted to discuss were the increase in people leaving their companies, managing performance of those still…

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