The New Qualities for Customer Service Excellence
The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company claims to be customer centric, they must not just talk the talk, but walk the talk too. The pandemic gave many...
The Power of a Customer First Strategy
Success comes from adopting a customer first strategy. It’s as simple and as that! Over my career I have been lucky enough in each of my positions, to speak to a lot of customers from around the world. In fact, I have spoken to people in 127 countries to date –...
Adopting a Customer First Strategy. Even the Police Can Get it Right!
In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. A few years ago they...
Packaging: Are You Using This Free Channel For Communicating With Your Customers?
Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? Or both...
Attract Your Target To Buy or Switch From The Competition
How do you attract your target customers? As you know, attracting new customers is a costly process. It’s a well known fact that it costs far more to attract a new customer than to keep a current one. And yet many (most?) organisations spend more on the first than on...
10 Ways to Improve Customer Centricity Today
Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the heart of your business in everything you do. But that’s easier said than done because your customers are constantly changing. I think...
Customer Satisfaction Is Not Enough!
Do you aim to satisfy or delight your customers? If it’s not the latter, then be warned. Satisfaction is not enough to build loyalty and advocacy. But how do you delight? We all know how extremely demanding consumers have become in recent years. The offers of constant...
Are You Giving What Customers Want Today?
As a dedicated customer centricity champion, just like you, I spend a lot of my time researching what customers want, just like you do too, I hope. In this period of great global unrest, understanding our customers has become more important than ever before. Just a...