Street vendors know their customers
They know their customers. They know what their customers want. They know how to present their products so that their customers will purchase from them. They know the ideal pricing for their products...
View ArticleKeep clients through value-adds
As a frequent traveller, visiting different countries, staying in many different hotels and eating in many different restaurants, I occasionally got spoilt with fine service or product offerings that...
View ArticleNeuroscience marketing
“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 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...
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 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 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 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 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 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 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 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 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 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 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 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....
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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,...
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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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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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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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