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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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Becoming a Customer Centric Brand

Now here’s a tall order for any business. But wait, Amazon, Zappos, Ritz Carlton, Disney and Hyatt have done it. So what makes them so special? Well, let’s take a closer look at these businesses and lift out a major feature that they all possess. By my estimation, they have migrated from just being businesses …

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Let’s Showcase Service Excellence During Trinidad and Tobago Carnival

It’s Carnival time in Trinidad and Tobago (T&T). For those folks reading this column and hearing about this for the first time, our Carnival celebration is the crown jewel of all carnivals across the world. It is a massive  street parade powered by energetic music, a spectacle of revelry, costuming, gaiety, masquerade and most of …

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DRA Consulting launches CuSPTT – Customer Service Professionals` Group of Trinidad and Tobago

‘A movement whose time has come’ – an apt description of the Customer Service and Customer Experience Professionals Group (CuSPTT) by Dawn Richards, Principal Consultant and CEO of DRA Consulting and President of CuSPTT at the launch on Friday 15th March, 2019 at the Hilton Hotel.  Known as a change agent, Dawn referenced the words …

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THREE REASONS WHY EMPLOYEES ARE RESISTANT TO GIVING GREAT SERVICE

At this point, it is understood that the Customer Experience is crucial for the success of a business. Employee- Customer interaction is one of the most important aspects of the Customer Experience. Customers like to buy from people they like. So naturally, there will be a correlation between employees being resistant to delivering great service, …

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