Seven characteristics of remarkable businesses
What makes a business remarkable? What gets people talking about it and recommending it to others? The simple answer is that they are dramatically and demonstrably different.
10 characteristics of customer-focused businesses
Customer-focused organisations are dramatically and demonstrably different from their competitors. They don’t just meet customer expectations, they consistently try to exceed them in everything they do.
What you say. What your customers think
Have you ever stopped to think what glib scripted responses to customer enquiries say about your business? Perhaps you should try waiting in your own queues or dealing with your own call centre.
What every company should learn from United Airlines
In a hyper-connected world, everyone in an organization should remember they work for their customers, not their bosses. Companies never go out of business because they lose their bosses. They only disappear when they lose their customers.
Your voice and your identity
Technology has made it possible to identify anyone by their unique voice pattern within about three seconds. That has some interesting implications - for good and for ill.
Four takeaways to improve your customer relationships
How do you measure up when it comes to customer focus? Do you find, attract and keep the customers that you want? Do you maximise the opportunities and the profits that they can deliver? Here are some takeaways to help you do just that.
10 ways to maximise your customer relationships
Maximising customer relationships means proactively developing relationships that give the best to, and get the best from, the customers you want. Here are 10 key ways you can go about doing that.
Forget CRM, think MCR
Maximizing your customer relationships - MCR - has nothing to do with fancy CRM systems and everything to do with giving the best to, and getting the best from, the customers you want.
Are you and your business thinking in 3D?
Businesses today face a long list of challenges. But some aren’t just surviving, they’re thriving. And they're doing that by thinking in 3D - by being dramatically and demonstrably different from their competitors.
The ABC of great customer experiences
In the A-Z of great customer experiences, the letter ‘C’ obviously doesn’t stand for ‘Comcast’. Every business needs to think about the letter ‘Q’. It stands for ‘queues’ and for ‘question’ – this question. What's it like to be a customer of your business?
10 Ds of customer differentiation
We're often told to segment our markets, but how? By size, age, sector, location? Here's a different way to look at your potential and actual customers to get you thinking about the sort of customers you want – and the ones you don't.
Don't treat your customers the way you want to be treated
Yes. You heard us right. Because 'customer service' can mean different things to different people. So what might seem like good customer service when viewed from one cultural perspective can actually be harmful in another.
People power the top priority for CEOs in 2014
Developing and engaging talent and encouraging employees to providing a good customer experience are the most pressing challenges facing CEOs in the year ahead, a new report from the Conference Board suggests.
Americans driven crazy by poor customer service
Despite the endless platitudes about the importance of customer service and the big-money efforts companies are making to improve it, American consumers are more dissatisfied than ever with the products and services they buy.
How storytelling creates a connected workforce
Encouraging employees to share their experiences and insights connects an organisation to itself and to its customers, and it is something that should lie at the heart of every organisation's communication policy.
Latest book podcasts
Steve Cockram: the Voice-Driven Leader
Steve Cockram, co-founder of Giant Worldwide, talks about his latest book, 'The Voice-Driven Leader' and explains how to create environments in which every voice gets heard.
What is Relationship Currency?
Keynote speaker and transformational coach, Ravi Rajani, talks about his new book, "Relationship currency: five communication habits for limitless influence and business success".
Hone - how purposeful leaders defy drift
We dive into the new book from Deloitte's Geoff Tuff and Steven Goldbach, 'Hone - how purposeful leaders defy drift'.
Lesley Cooper on stress and pressure at work
In this episode we discuss wellbeing at work with Lesley Cooper, including the issues of fear-based cultures and psychological safety.
