Service Means Service
Good customer service is a valuable asset, especially in today’s high-tech-oriented, increasingly impersonal business world. Therefore, if you are aware of…
Behavioural Science?
Conventional wisdom amongst those running organizations would agree that there is value in good service. An abundance of literature exists supporting the notion…
Service Intelligence
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…
I think we're alone now
‘I think we’re alone now’ was the title of the song by Tiffany that reached number 1 in many countries back in 1987. It was originally written for, and released…
Engaging Conversations
Organizations care about employee engagement because the facts would suggest that it directly impacts their bottom line. Don’t believe us? Well recent and consistent…
The Customer Management Myth
Our view on Customer Relationship Management (CRM) is unambiguous. For us it is all about getting the right product, to the right customer, at the right time, via…
Attitude Adjustment
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…
Customer Crazy
We have just read a report [1] that states that 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.…
Blind Faith Hits a Wall
We wrote a paper some time ago based on the old Chinese saying that “A man who doesn’t smile should not open a shop’. For those of you interested you can find…