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All staff should be sales people
I do a considerable amount of travelling within Africa and sometimes get the opportunity of working in North and West Africa – an area hosting millions of people, all creating a vibrant mix of energy...
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Creating a culture of customer care
Having family and friends around over New Year is always special, giving one a chance to catch up with the progress of each other’s lives. We currently have friends from Huntsville, Texas, staying with...
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Developing a high performance culture
During the past year or so, I have been working with a number of companies on enhancing performance, and subsequently results, through refocusing these business entities on employee engagement and...
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Leveraging value-added service to gain client rapport
As a frequent traveller, visiting different countries, staying in many different hotels and eating in many different restaurants, I occasionally get spoilt with fine service or product offerings that...
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Exercising a disciplined “stop-doing” list
“To Do” lists are created as helpful reminders of what needs to be done, the stuff that is still outstanding and the activities that need our attention. They find their way on to refrigerator doors,...
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Building a trustworthy brand
Brand reputation and corresponding trust are critical for the ongoing growth and sustainable development of a company. Ram Charan, author of What the CEO wants you to know, noted: “Without customer’s...
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Connect emotionally with your clients
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,...
View ArticleStanding out from the competition by showing customers that you care
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....
View ArticleThe principle of trust reciprocity triumphs over bureaucracy
I sometimes get frustrated by poor customer service – no, I get frustrated all the time when it is bad, especially when I am treated with disdain. In situations like the aforementioned, I attempt to...
View ArticleA diet of customer-centric values produces an appetite for extraordinary...
A friend of mine had the unfortunate experience of having a heart attack. He told me that it was like having an elephant sitting on his chest – the pain, the helplessness, the debilitation. Upon...
View ArticleEngagement catapults the customer service ability of the organisation
“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...
View Article“Customers, we are here for you”– really?
The stated customer service value proposition in much advertising and branding endeavours differs from company to company, but fundamentally attempts to suggest to the prospective or current customer...
View ArticleDevelop partnerships with customers
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...
View ArticleNeuro-marketing gains
“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...
View ArticleDon’t cause emotional dissonance at work
I finally landed at the international airport, on my way home after a week-long trip abroad. It was an early arrival and I approached passport control, greeted the official, who answered: “Yeah”. I...
View ArticleGet great customer experience
“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...
View ArticleDon’t tell me – get it done!
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...
View ArticleWhat messages do you give customers?
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...
View ArticleComplaints are gifts for companies
Building a culture that is sensitive to the ‘moment of truth’ is the precursor to being able to reach new heights in quality, innovation, and service delivery for companies. The ‘moment of truth’ is...
View ArticleEmployee engagement accelerates customer service ability
“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...
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