There is always pressure to watch the competition, weighing whether we can beat them or if they are currently beating us. Many businesses obsess over what their competition is doing, so they miss the true issue at stake: True winners do not focus on the competition: they focus on themselves. They seek to truly improve […]
Tag archives: customer service
Why doesn’t customer service training work?
Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]
How can we improve customer service ?
How can we improve customer service ? This is a familiar answer, which encourages acres of print, mainly aimed at telling horses to drink (which doesn’t work, of course, because you can take a horse to water but you can’t make it drink). And one the main problems is that it’s actually the wrong question. […]
How to Go the Extra Mile?
How to Go the Extra Mile? There’s always lots of marketing talk about ‘Going the Extra Mile’ and it sounds sexy, doesn’t it? Well, here’s a little secret that not many people know – it’s not realistic or a good idea (it’s just a marketing phrase which sounds cool). It’s not realistic because it’s too […]
How can I sell more?
How can I sell more? You know that dreadful feeling in the middle of the night – surely there’s a way we could sell way more? Why is it so hard to get the growth we need? It used to be that we could advertise, push, promote … and increase sales. The problem is that […]
The Key Principles of Effective Customer Feedback
The key principles of effective customer Feedback are; Gathering feedback is vital … and responding to it effectively is what really matters In the world of the empowered customer, not gathering feedback is suicidal The method of feedback gathering must depend on the relationship you have with the customer: one size does NOT fit […]
Measures
There is an old saying: ‘What gets measured gets done’ … and it’s completely true. When the NHS in the UK started measuring patient wait times, the wait times went down (Hooray!) … but patient health (and death rates) went up! When Continental Airlines started measuring on-time performance (and offered a small incentive to all […]