Monthly Archives: December 2011

Why you should love negative feedback

An upset customer might talk to five people, but a formerly upset customer you win over will talk to 10 times as many Does your business have processes in place to identify and win over upset customers or are you … Continue reading

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5 decisions you need to make to be loved – No 1 decide to believe

Believe in your customers Believe in your employees Remove small print, red tape and all those barriers that get in the way of placing total trust in your customers. Instead of building barriers build trust and you are on your … Continue reading

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New study pinpoints the secrets behind inspiring loyalty

Customer service, honesty and integrity, and quality products are the most important factors for companies who enjoy a good reputation No surprise customer service is tops. Read the report here

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New customers are an audition

Think about everything the customer experiences from the moment they meet you and ask yourself, “Would they tell a friend about this?” If not, it needs more work. We try very hard at this and many people we do meet … Continue reading

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What don’t businesses want to do customer service training?

Earlier this year I enrolled on a course with a very well known and successful company in London. The course was ‘How to deliver world-class customer service’  (right up our street I thought). With just days to go the course … Continue reading

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