So, here we are at Results, the point at which all five of the customer love languages converge to deliver customer success. To the customer, when his or her top of mind expectations and desired outcomes are met, that represents success. In the past, results meant simply one thing……solutions, as in products or services performing …
To a customer, changing his or her mind in the middle of a purchase seems like the most natural thing in the world. Now, let’s say the scenario relates to the purchase of a vehicle, where the transaction may be at the point where almost all of the paperwork is done and the decision may …
Simplicity is the customer’s third love language. In a world of overstimulation, simplicity is a welcome diversion. Individuals are being overloaded with decisions on a daily basis and appreciate when they don’t have to do any heavy lifting whilst interacting with a business. The problem is that not all businesses take the time to make …
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, …
“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 …
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, …
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 …
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 …
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 …
‘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 …