Neuro-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...
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 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 ArticleStreet 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...
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