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When your business becomes a centre of excellence, service excellence accelerates.

I’m assuming that typically, a business would want to move from being a start-up, to being good and maybe ultimately, to being great. To me, a great business is one that is a great place to do business and a great place to work. A place where both customers and employees are extraordinarily happy (and …

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How would your customers describe the service personality of your business?

I’ve had the pleasure of working with a local organization that had a grand impression of itself. Well, that impression set the tone for the style with which it conducted its business, how its employees were engaged, how its events were executed and how its customers were treated. Ultimately, this organization created such a brand …

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It’s Time to Add a Voice Of The Customer Feature to Your Business

  Businesses need to stop taking decisions about their customers from 10,000 feet away and begin to take decisions that are as close to the customer as possible. How hard is that? Actually, it’s a really simple operation, if you’re a customer centric business. The problem is that many businesses are not even bothering to …

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A Culture of Generosity is the Foundation of Great Service

As a customer, can you imagine a world where “We Care” is not just a slogan, but is borne out in your everyday shopping experience, with every business? I can. I live, expectantly, in that imagining, with my fingers crossed, hoping that one day it will be reality. In the meantime, I enjoy receiving a …

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Re-Introduce Your Business As a Force For Good

When a business decides to become a “force for good,” it is signalling its intention to deliver service at the highest level of human value. Just think of how this ideal can impact a world in need of healing, coming out of this pandemic. Just think of the potential to resonate with customer constituencies. Just …

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How Will You Re-introduce Your Business to Your Customers?

“Whenever a wild card becomes possible, the future planning playbook has to be rewritten.” This quote by Tamar Kasriel, a retail futurist, speaks volumes. She was commenting that futurists had regarded the pandemic as a “wild card.” That is, an occurrence that would have big, worldwide impact, but a highly improbable event. Well, the event …

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REIMAGINING SERVICE AS WE ADAPT TO THE DIGITAL AGE

We hadn’t noticed that we were being primed for this digital moment that we’re experiencing. The pandemic has shoved everyone forward, at the same time. Necessity has become the mother of acceleration. With the onslaught of smart phones, expanding bandwidth, chat bots, self-service, online shopping and the like, alert business leaders and technology driven businesses …

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Leadership Effectiveness in the Age of Rapid Change

Chuck Berry, the legendary rock and roll singer of the ‘80s once said; “never let the same dog bite you twice.” Yes, yes, I know that he is not a management guru, but we would do well to bear out the wisdom of his words. My application of Chuck’s words to the world of business, …

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Creating Positive Employee Energy to Promote Your Success at Service Delivery

Is your organization suffering from negative employee energy? I can just imagine some CEOs, senior managers and supervisors shaking their heads in agreement with this opening question. We know the deal. We walk into a business place and ask for assistance and yes, we receive the information from an employee, but it lacks lustre. Shall …

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Disruption is Usually the First Step Towards Service Excellence

Being nice to the customer is a concept that many businesses don’t seem to be able to grasp. It’s usually a hit or miss situation. Some businesses, like the powerhouse Amazon, get it, whilst others and feel free to insert your choice of names here, continue to flounder. For a start up business, the key …

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