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Doing the Little
Things that Delight
I had ordered my meal from a pleasant young waitress in a Thai restaurant in Melbourne’s Chinatown
and was sipping a nice Merlot, thinking I had a free hour the next day, which I could use to visit
a music store if only I knew where the closest one was located....read on >
Dare to Listen
and reap the rewards
If there is one thing I have learned from being in business for 35 years, it is this: Your customers
will tell you everything you need to know to succeed. ...read on >
Like
Mother Said
I can hear my mother telling me now, “If only we could see ourselves as others see us.” ...read
on >
A Walk Through The Market
We all know that business is about attracting and keeping customers. In fact, you probably wonder
why I keep going on about the importance of retaining customers. A walk through the market might explain
why. ...read on >
Customers Are Your Benefactors
As I entered the hotel, I thought about the last time I had been there. It was late in the afternoon
on a cold, wet, windy, winter’s day and I felt tired, cold and down. ...read on >
How to Get the Right People Doing the Right Things
I had a great customer experience the other day. Nobody did anything out of the ordinary, no
one exceeded my expectations, but it was a great experience nevertheless. ...read on >
You get what you pay for.
There is something I always wanted to understand before I die. Why is it that when it comes to customer
service, most business leaders are like people who go to church without belief? ...read on >
A good place to be
Since 100% of your profits come from your customers, the best vantage point from which to judge
how well your business is performing is gained by standing in your customers’ shoes. ...read
on >
Sell what your customers are buying
In an increasingly crowded and competitive market, it is difficult to get a prospective customer’s
attention, never mind close the sale or get your asking price. ..read on >
Warning: Customer satisfaction surveys
may cause delusions of adequacy!
Last month, I cited a study in which 80% of senior managers interviewed believed their companies
were doing an excellent job of servicing their customers but only 8% of their customers agreed. ...read
on >
GET TO KNOW ME
According to IBM’s research, customers want fast, friendly service that is personalised to
them and delivered by people who know their stuff. ...read on >
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Time to Put On Your Running Shoes
There is a story I have been telling ever since our economy began to contract, which is especially
relevant now we face a bleak 2009 thanks to the global financial crisis. ...read on>
Help Price-Conscious Consumers Find the Value on Your Site
Recession. There, I said it. As the U.S. economy "recesses," online retailers struggle to
bridge the consumer’s need to conserve cash and their own need to survive. ...read
on >
DON'T
LEAVE IT TO CHANCE
It was a cold, wet and windy Friday night and my flight home was delayed. Feeling tired and irritable,
I stepped into the aircraft, prepared to show my boarding pass to a bored crew member who would tell
me where seat 1D was, just in case I could not figure that out. ...read on >
Be On Your Best Behaviour
Customers are not dissatisfied; they are outraged. Customer rage is a documented phenomenon researched
at universities such as Waikato, New South Wales and Queensland. ....read on >
Lessons from Napier
It is always a highpoint when I can spend a few hours in the company of a group of people who are
passionate about customer service. ...read on >
Inspire Your Customers
Have you ever had a customer experience so good you just had to tell others about it? More importantly,
do you have that affect on your customers? ...read on >
Is there a pattern?
I had two interesting emails this week. The first came from a large nation-wide retailer. ...read on
>
Get it right when it has gone wrong.
A few weeks ago I completed a business transaction that involved three suppliers and a deadline...read
on >
The way it should be done.
Two years ago, I bought a Vodafone 3G card so I could connect my laptop to the Internet. Right from
the beginning, it never worked properly. ..read on >
Service excellence is rocket science!
For the past six months, I have been talking about how poor customer service is throughout the English-speaking
world. .
...read on >
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Three
Steps to Winning:
Ask, Listen and Hear.
I think I have discovered why the Australians generally beat us in nearly everything. ...read
on >
The Silver Lining
A dark cloud came over my family recently when my mother-in-law died. She was a very special lady
who played a major role in all of our lives but particularly in the lives of her grandchildren. ...read
on >
Don’t leave it to chance
I had a really great customer experience the other day My flight from Auckland to Invercargill was
delayed by fog which meant I would miss my connection in Christchurch. ...read on >
Sleep on this
My wife and I decided we needed a new mattress for our bed. The truth is, I am a very restless sleeper
and my tossing and turning and getting in and out of bed during the night was disturbing her sleep.
...read on >
Connect with your customers
If you are going to make a New Year’s resolution for your business this year, decide to get
to know your customers better so you can be on their wavelength. ...read on >
DELUSIONS OF ADEQUACY
CAN BE COSTLY
I have a letter on my desk from the head of sales and marketing of a very large and
well known global New Zealand company assuring me his company has itscustomer service strategies sorted
out. ...read on >
IS IT JUST A HABIT
I settled back into my seat and listened to the pilot tell us his name. Turning to my client, I
asked, “Can you think of one reason I would want to know that guy’s name?” He shook
his head.
...read on >
Customer SERVICE Comes FROM THE HEART
Unfortunately, this
day there was no car for me.
...read on >
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