Mistakes: A disaster or an opportunity?
“We all make mistakes. Anyone willing and determined to strive for something better will probably make more mistakes than someone who provides only status quo … Read more
Customer Service
“Companies earn the bad attitudes of their people.”
That is certainly a statement that doesn’t pull any punches! And, if it is true, then the Towers Perrin 2007 Global Workforce Survey revealing that … Read more
The Customer Is NOT Always Right
I have always thought the statement “The customer is always right” was a rather sweeping presumption that was at best questionable and at worst downright … Read more
Who drives customer experience?
Business is ultimately about meeting the customer’s needs, which is why for so long ‘Customer Satisfaction’ has been the primary CRM measure. Yet surveys indicate … Read more
It’s all about the people!
Business is not complicated. In essence it is simply a case of people finding a way to deliver a product or service to other people … Read more
Just who is running the business?
We all have stories of struggles with bureaucracy gone crazy; where common sense appears to have flown totally out of the window and we have … Read more
Who is to blame
In my last blog about the fiasco on the British rail network and the inability to complete scheduled engineering works over the holiday season, I … Read more
Thought & Organisation Building
“First comes thought, then the organisation of that thought into ideas and plans. Then transformation of those plans into reality.” Napoleon Hill On the surface … Read more
“That’s not my job!”
There can’t be anyone who has not heard that statement at some stage in their lives. The thing is that it has most likely been … Read more
Pursuing ” ‘Killer’ Service”
“Good customer experience can insulate businesses from the effects of competition on their margins.” (John Hughes: Director of Awards Management) It was no … Read more