Service Excellence/Delivery

We often make or break relationships with, and subsequent loyalty from, customers by the subtle and sometimes not so subtle messages that we convey to them. Customers want to be treated with dignity and respect, be understood, get good value from purchases and feel that there is a good connection with supplier employees. Treating customers…

Most customers don’t care about you – they don’t care how good you proclaim to be. They feel nothing about the average experience and knowledge of your employees and they are really not that impressed with some of your veiled promises. Almost all customers want to experience great customer service and not just hear about…

“When employees are kept informed instead of projecting an attitude of ‘I just work here’, they come across to customers as ‘I can help because I am in the know’” – ANON Whilst it is true that any possibility of a “personal touch” and “face-to-face” experience has been taken out of customer interactions, almost totally…

“Good marketing makes the company look smart. Great marketing makes the customer feel smart” (Joe Chernov, CMO at Insight Squared) Consumers buy from trusted sources. Balancing good quality and helpful content with influential marketing initiatives allows the customer to see your company as a trusted industry leader. Of course, marketing and advertising are necessary expenses/investments…

Companies seem to be struggling to react swiftly to ever-changing customer expectations and needs in a business context of shifting market conditions and financial swings. Stephen M Dent (Partnership Relationship Management) noted: “Outmanoeuvring competitors involves capitalising on highly effective internal and external relationships that ensure the business has the capabilities to support its mission and…

“The success of your organisation doesn’t depend on your understanding of economics and organisational development or marketing. It depends, quite simply, on your understanding of psychology: how each individual employee connects with your company; how each individual employee connects with your customers” (The Gallup Organisation) Most employees are amazingly resilient and capable of coping with…

The gesture of showing appreciation seems to be a lost art. A simple “thank you” may go some way to add warmth to any relationship, but in reality just represents common courtesy. Authentically-demonstrated appreciation, however, develops the emotional connection in relationships and solidifies the customer’s patronage. Smart businesses know that showing customers how much they…

Having to travel frequently for my consulting and workshop facilitation activities and having to subsequently endure the sometimes arduous processes within international airports (transfer, check-in, security, customs and immigration), especially within Africa, I have found that my primary goal in the embarkation procedure is to get to the business lounge as unscathed as possible. The…