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, …
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 …
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 …
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 …
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 …
“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 …
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 …
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, …
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, …
EXCERPT FROM AN INTERVIEW WITH DAWN RICHARDS In this excerpt, Dawn Richards answers the question: “What are some of the benefits of DRA Consulting`s one day Customer Service Workshop – Introduction to Customer Care?” Interviewer: Can you tell us about the Introduction to Customer Care Workshop. Who is it for? What will …