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Great Service Thrives When Bureaucracy Is Eliminated

There are fifty million ways to frustrate your customers, but one of the most infuriating is red tape overwhelm. When was the last time you went to pay for a service (that couldn’t be done online) and you first had to go to department A to fill out the forms, then wait for them to …

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The Journey to Customer Success

Over the past three months, during the “normal” curtailment of customer activity, we noticed some pretty impressive upticks in customer love being demonstrated by some businesses, which was laudable. I’ve been on the lookout for businesses that have sustained a commitment to keeping their customers happy by delivering memorable experiences. Predictably though, some have begun …

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Calm Employees Create Calm Customers

Have you ever witnessed a fracas between a customer and a frontline employee? For those who have not had the experience, take it from me, it’s usually neither a pretty sight, nor a pretty sound. For those of us who have been unfortunate spectators, it brings out a lot of sighing and head shaking. Often, …

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What’s your game plan for building customer love for your business?

The first half of 2020 has been nothing short of pandemonium for both individuals and businesses. We’ve been battered and bruised by a raging pandemic that is fast forwarding everyone and almost every business into the “next” normal. As we contemplate our new landing points, we should spare a thought for how this pandemic has …

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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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