Who’s the most important person in a company? If you’re thinking it’s the CEO, think again. To borrow a line, it’s the customer stupid. What customers think of you – or more accurately, how they feel about you – is the…Read More
Dear Sean, When my current contract period is up, you’ll definitely lose me as a client I’m switching to an ISP that can offer a quality product and just as importantly, good customer service. MWEB has failed dismally on both…Read More
If you lived in Europe a few centuries back, you would have accepted the statement ‘all swans are white’ as a self-evident truth. If asked for proof, you could have pointed to the fact that every swan you or anyone else had ever seen…Read More
The coronavirus represents not just a public health crisis, but an economic crisis. The impact on businesses cannot be overstated. Many have already closed their doors. The majority of those still trading are having to fundamentally…Read More
The world feels like an increasingly unstable and dangerous place. Ever since the GFC knocked the wind out of the global economy in 2008, it’s been one thing after another. It’s hard to believe it was only a year earlier that Apple…Read More
Your value proposition is the reason why your customers and clients choose to do business with you or buy from you rather than your competitors. It is the value that your brand and services offer that other businesses cannot…Read More
Around 80% of consumers rely on reviews to make a decision but will read fewer than ten reviews to make that decision. This means businesses can lose out based on a couple of negative comments, despite having an agglomeration of glowing…Read More
Once upon a time, a young girl asked her mother why she cuts off the end of the chicken before cooking it. The mother replies, “because that’s what my mother used to do”. So, the young girl asked her grandmother why she cut off the…Read More
The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution made up of mass production, steel and electric. This was followed up with the self-explanatory digital revolution. And…Read More
It can’t have escaped your notice that Thomas Cook - the UK’s oldest holiday company of 178 years trading - went into administration last weekend. Aside from the tens of thousands of passengers stranded on holiday in countries from Cuba…Read More
The majority of companies that measure customer feedback do exactly that – they measure . Data for data’s sake doesn’t help anyone. It’s incredibly rare that organisations really get into the real nitty gritty of listening to their…Read More
Digitising consumer interactions was supposed to give the customer what they want - instant access to information and communication. To a certain extent, it does. Most businesses now communicate with their customers through various online…Read More
4 reasons WHY businesses need to stay relevant to their customers (1 of 2 parts) The majority of companies that measure customer feedback do exactly that - they just measure. As I’ve said before, data for data’s sake doesn’t help…Read More
In today’s competitive market, it goes without saying that high-level company leaders need to understand that meeting customer satisfaction needs is essential to the bottom line. Simple as it may seem, this is a complex issue – with…Read More
Before you can improve customer experience, it helps to understand what that experience actually is, and what your customer wants it to be. So, how do you find out? You need to be getting real feedback from your customers and translating…Read More