customer service company trinidad and tobago

Are You Proud Of Your Customer Experience Brand?

I like to ask business leaders this question, “Do you feel proud when you think about your customer experience brand?” Additionally, I tell them that this is a question with only “yes or no” response options. In some cases, with clear justification, the answers are a resounding “yes.” In other cases, I am faced with …

Learn More


Emotional Labour Clears Service Debris

There’s some unfinished business from last week’s article. The focus was on the need for businesses to clear the debris that distracts them from moving along their journey to service excellence and superlative customer experience. Whilst several examples of debris were discussed, there is still one more that needs to be brought to light. Human-based …

Learn More


Clearing The Debris Of Service Enfeeblement

Some businesses are used as the prevailing brand standards for poor service delivery. That’s a major reputational indictment. They are cited everywhere and by everyone for their nonchalance towards creating the gift that every customer wants to receive….a positive experience. Yet, foot and digital traffic continue to drive acceptable and sometimes, superlative financial results. Sounds …

Learn More


Is Service Illiteracy Hurting Your Business?

One of the biggest challenges facing businesses is figuring out how to “achieve and sustain” service excellence. Numerous research studies have indicated that many businesses have no strategy or sustainable processes for building out a service excellence brand that boasts a consistently positive customer experience and sustained customer success. When I ask random businesses to …

Learn More


All Team Members Should Add Value

Not everyone on a team adds value. There….I said it. Sometimes, only twenty to thirty percent of team members contribute to productive team outcomes. The remaining individuals are simply bodies making up numbers. The problem is that this is a common occurrence in the workplace and, one that is pervasive. There is hardly a team …

Learn More


Overcoming Cultural Debility In Business

Cultural debility can set a business adrift. Culture as an invisible co-pilot, can navigate a business to achieve its greatest heights, or steer it to a rocky demise. By the time the signs of cultural debility are evident, considerable damage may have been wrought by the sources of the debility. So, what is cultural debility? …

Learn More


Sarcasm Is Not An Attractive Quality

When it comes to interactions with colleagues and customers, some individuals wear their ability to wield sarcastic remarks like a badge of honour. They believe that it gives them some sort of superior status that has eluded those individuals who suffer from its insufficiency and so they launch volleys at every opportunity, to spotlight their …

Learn More


Service Excellence Is Not A New Year’s Resolution

When a business prompts itself to “improve its service delivery,” that’s similar to making a new year’s resolution. When the business commits to keeping its customers happy, that’s a business mandate. These are two very different intentions. Pretty much like many new year’s resolutions, the first intention can turn out to be performative, delivered in …

Learn More


Magical Customer Encounters Closed Off My 2023

So, I had several enjoyable customer experiences over the 2023 Christmas and holiday season. Two stood out, with one being exceptional and the other being delightful. I will maintain always, that creating magical moments for customers is not driven by either magic, or rocket science. It’s driven by a business purpose rooted in excellence, efficiency, …

Learn More


How Will Your Business Navigate Change In 2024?

I’m thinking about what some leaders would say if I asked them to tell me how their businesses respond to change. I suspect that the responses will range from, “we fire-fight our way through,” on one end of the scale, to, “we are in a perpetual state of embracing change,” on the other end.  I …

Learn More