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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…

If not why not? Here at Jungle Property we have started recording the colour of our customers eyes! Why would a business want to do that you may ask. This article by John DiJulius reminded me why.. FAB FIVE – I hate platitudes. Don’t tell your employees to be present or to make or exceed…

So many businesses I encounter have been designed by people inside the business for people inside the business. They open at times that suit themseleves not ncessarily what their customer’s want and they add steps to their processes that have no value for the customer. If only somebody would step outside the business and into…

Housing Minister Grant Shapps recently re-stated that it is not his intention to regulate the letting industry but instead wants to encourage responsible letting through the use of voluntary accreditation schemes for landlords and letting agents. Two new publications have been released this week that help prevent misunderstanding amongst landlords and tenants. Top tips for…

The latest LSL Property Services / Acadametrics House Price Index for July 2011 reports that house prices in July fell by only 0.1%, reaching their lowest level since December 2009 following a 3% drop in Q2 2011. Transactions are down 5.9% year on year, as cheap mortgage deals fail to stimulate demand. A lack of…

*** A more up-to-date version of this article is available here *** Letting agents commonly advocate frequent portable appliance testing (PAT) as another way of creaming off a secret profit from landlords (in whose best interests they are acting!). Annual PAT testing and PAT testing at change of tenancy are all opportunities for the agents…

A tenant contacted me to say their managing agent had contacted them to tell them about the ‘new law’ that means they must visit her property every 2 months? Is this correct? There are no laws that govern the periodicity of property visits. Q. What is the purpose of a periodic visit? A. View the…

A landlord asked me the question recently so here is my answer… The House of Lords defines fair wear and tear as “Reasonable use of the premises by the Tenant and the ordinary operation of natural forces” When is deterioration classified as damage? If something is broken then it is almost certainly damage and needs…