Tom

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 so good you will never have such a thing?

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 way to being a loved company. Believe in your employees too – scrap rigid procedures…

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

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 do tell their friends but I am sure we could do better

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 was cancelled due to the lack of businesses signing up. The local college were running…

We have had to replace a few boilers recently and thankfully at £2000 a go it isn’t something you want to do often. Inevitably the question arises about how long a combi boiler should last. It depends on the make, model, its use, its maintenance and servicing. The minimum expected lifespan of a combi boiler…

An almshouse is a private house which is used normally for the purpose of providing accommodation for older people who would pay no rent or a token amount. There are around 1,800 almshouse charities in the UK including here in Glastonbury which collectively provide accommodation for around 36,000 people. Do almspersons occupy the property as…

No rocket science, complicated algorithms or the need for a spreadsheet here is the formula for what customer experience really is: R – E = CE Reality – Expectations = Customer Experience If you can make reality exceed expectations you have a positive customer experience

So you have decided you want to be ‘the best’ but ‘the best’ at what? This is where many businesses get it so wrong. Winning businesses choose a ‘position’. They clearly target customer groups and aim to be ‘THE one’ for those customers. Too many businesses try to be all things to all people. They’re…

A great opportunity here for all you customer service revolutionaries. An article that appeared in the Harvard Business Review (6/07) titled “Companies and the Customers Who Hate Them,” talked about how companies need to create less company-centric and more customer-centric policies. If customer satisfaction creates loyalty, and loyalty produces profit, then why do so many…