Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets to sit and socialise or work in. When I’m working at home and need a change of scene, I often take myself off to one … Continue reading To keep your fickle customers, focus on repeatable great experiences
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these jerks or assholes should be dealt with to minimise its effect on their immediate colleagues and the longer-term impact on employee engagement. But this week … Continue reading What to do if your customer’s a jerk
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance. Don’t get me wrong, I recycle religiously, drive a small car and don’t eat a lot of meat but nevertheless my inner libertarian gets worked … Continue reading Can customers win the fight against global warming?
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but does the organisation you work for feel the same way? In our work with CX leads we come across a real tension between what companies … Continue reading Ten tell-tale signs that show you’re not that customer-centric
Priti Patel’s much-publicised forced resignation as International Development Secretary the other week, for not disclosing the extent of her holiday meetings with senior contacts in the Israeli government, illustrates the perils of going outside accepted policy and organisational norms. In other words, she was sacked for being a maverick. The positive side of being a … Continue reading Priti Patel and the mine field of being a maverick
Harvard Business School professor John Quelch writes in the HBS Online discussion forum this week on How To Be a Customer. It reinforces the point made in the earlier post on this blog about the customer's role in getting superior service. To summarise, Quelch suggests five approaches: Be Demanding. Make the seller know you can … Continue reading Harvard Business School suggests how to be a customer
The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it's a two-way transaction. Jane writes: Customer service is traditionally regarded as an attribute of a company: Waitrose provides 'good' customer service, an electronics discount store provides 'bad' customer service. Equally, however, … Continue reading The customer’s role in superior service
If you want to lay the foundation for superior customer service then one of the enablers you need to put in place is to make sure people have a basic level of etiquette or good manners. I was recently on holiday in France and was struck by how French people are conditioned to be polite … Continue reading Basic etiquette: the foundation for superior service