Shining light, or casting a shadow?

2014-04-28T00:22:27+00:00

As a Leader you have a major impact on the culture of your organisation.  The behaviours you display and the symbols you present to your team and customers say a lot about who you are and what you stand for.  Your behaviours can provide light and inspiration, or cast a shadow over your team. After years of observing organisations and teams on their customer focus journey, there are invariably 3 behaviours that truly customer focused leaders exhibit – they connect with customers, they share their passion for customers, and develop strategies that focus on the customer. So, if you’re working [...]

Shining light, or casting a shadow?2014-04-28T00:22:27+00:00

Reinvigorate your Customer Experience

2014-04-28T00:22:46+00:00

It’s never to late to reinvigorate your customer experience! Have you ever felt your competitors have overtaken you? As new entrants they’ve been nimble and responsive to customer needs. In contrast you’ve invested in systems and infrastructure that make it harder to adapt quickly. What options do you have to respond, to let customers know you’re still around? Like many in Australia I have done my fair share of flying. I recently travelled to Perth to facilitate a customer strategy workshop for a client. When it comes to domestic plane travel I am a big fan of Virgin. They are [...]

Reinvigorate your Customer Experience2014-04-28T00:22:46+00:00

The Pitfalls of Generic Customer Service

2018-11-04T00:55:57+00:00

When designing a customer service experience we’re often seeking to ensure consistency, reducing the risk that someone will leave dissatisfied.  This strategy can be sound, however when ‘generic’ turns into ‘automatic’, and we ignore the nuances of each individual interaction we run the risk of dis-engaging our customers… or in this case at Apple, embarrassing them! I'm a fairly new convert to Apple and am delighted by the intuitive attention to detail that their products offer. Whoever would have thought that my phone would be so smart as to take photographs, record messages, enable me to ‘face time’ my friends [...]

The Pitfalls of Generic Customer Service2018-11-04T00:55:57+00:00

Who Cares for your Customers?

2014-04-28T01:48:35+00:00

When we think of customer support, we generally think of the important role that our front-line sales and service people play, but it’s critical to think carefully about the role that every person plays in supporting your customer experience. I mentioned that my new car broke down a few weeks ago (Give your Customers a Break).  The breakdown was one thing, but when they damaged the car trying to get it out of my garage, the issue became a lot more complex. After 5 weeks, 4 re-sprays, 3 attempts to collect the car only to find it wasn’t up to scratch, 2 customer [...]

Who Cares for your Customers?2014-04-28T01:48:35+00:00

Keep your shirt on… again!

2014-04-28T01:52:40+00:00

Is a superior product enough to build customer satisfaction, or is it important to take a more holistic approach to your customers and their experience? For those of you who read my earlier blog on my search for a ‘no-crease’ cotton business shirt, you may be interested to know what happened next… I think it will surprise you! I take up the story seeking to find more shirts like the amazing Abelard one I discovered recently. My first option was to browse the Abelard website. Why pay a mark-up for something when I can buy it online? I knew my [...]

Keep your shirt on… again!2014-04-28T01:52:40+00:00
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