Customer Service vs Customer Experience – what’s the difference?
Customer Service vs Customer Experience
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Six steps to guarantee a ROI (return on investment) in customer experience
How do you know when to invest in Customer Experience? What does such an investment look like? Is it training or measuring or just paying...
A Reliable Approach to Turning Complaints into Custom
Customer complaints are an unavoidable challenge that any business inevitably face sooner or later. Your team will be working hard to maintain a high...
9 ways to keep your customers coming back
A customer makes an enquiry, you make the perfect pitch, win the conversion and ultimately win the customer’s purchase – success! But does the journey...
Is Observation Dead?
I was recently browsing the local supermarket shelves for a loaf of gluten-free bread that I was purchasing in anticipation of a weekend guest who...
Improve Your Customer’s Experience In Six Easy Steps
1. Listen When was the last time you asked your customer how they felt? Do you know what their needs are? Are you familiar with their perception of...
Can The Independent Food Retailers Survive?
The bi-annual UK Customer Satisfaction Index has just been published by the Institute of Customer Service and for the third consecutive year, Amazon tops...
Customer Service; Past, Present, Future
Many years ago, I sat in an education lecture and a very forward thinking professor said “More than half of the information our children will need to...
How To Run A Customer Service Clinic
Customer service. It’s the benchmark that every business knows it should be measuring. It’s the topic that should be featured in every team meeting. It’s...
Is Your Customer Service Vanilla?
In a world of ice-cream parlors, vanilla is no longer enough these days; we expect something different, exciting, unique. We want to find a flavour that...
The Three Things You Must Do To Increase Your Profits Today
Customer engagement strategy? Or outdated marketing plan based on figures and historic patterns? Believe it or not there are still many business leaders...
Five Ways To Earn Your Customers’ Trust
‘I trust you because your customer service is great. I trust you because your product is good quality and reliable. I trust you because I know I can get...
Have You Got A Mayday Button?
Those of us who walk in the customer’s shoes each day of our working life are feeling pretty smug right now. The stage is well and truly set for a...
Why Eight Out Of Ten Is Not Good Enough
This is the age of the customer. Yes, the customer is king, queen and ruler of our retail landscape. I remember decades ago when my purchases were made...
‘Unexpected Item In Bagging Area!’ or ‘Hello, How Has Your Day Been?’
Wagamamas was the lunchtime destination at Bluewater on the weekend for my daughter and I. We knew we would be guaranteed a speedy, healthy meal. When we...
14 Steps To Create An Amazing Customer Experience
This guide will help you transform your business - if you take action. Customers are the lifeblood of every business as business owners we all want our...
Exit interviews – good or bad?
Having been invited to conduct some exit interviews for a local garden centre, we stopped a couple of customers to ask if they had found what they wanted...
Call Centres – What can we learn from them?
Whether we love or hate them, we all spend time talking to Call Centres. I am sure we have all come across those recorded messages of press 1 for this,...
How do you make your customers FEEL?
"I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."–Maya Angelou...