From the category archives:

Customer Service

What if you broke the rules?

July 12, 2011

My girlfriend and I had a visit to a well known Fried Chicken fast-food chain last week (we know how to spoil ourselves!), and the unthinkable happened: An employee broke the rules and made us very happy customers! After placing our order and deciding not to upgrade to large meals, we had a conversation between [...]

9 comments Read the full article

Your business at its best

June 22, 2011

A little while ago I posted an article about the book ‘Being brilliant’ by Andy Cope. At the end of the article I asked readers to do an exercise from the book and list the five words which typify themselves at their best. I really like this exercise because when you can put your best [...]

3 comments Read the full article

When is it OK to call out a company?

Thumbnail image for When is it OK to call out a company? April 7, 2011

The explosion of social media has put a lot of power in consumers hands. When a customer is unhappy with a product or service they can quite literally tell the world through platforms like Twitter and Facebook. Where previously they may have told tens of people about a negative experience, they can now tell hundreds [...]

16 comments Read the full article

When a little effort reaps the rewards!

August 31, 2010

Whilst I was waiting to catch the train home this evening the train conductor who was just about to come on duty struck up a short conversation with me. Half an hour or so later, when the same conductor was checking tickets she recognised me and mentioned that I should buy a weekly ticket, as [...]

0 comments Read the full article

Ditch the manual

August 13, 2010
Thumbnail image for Ditch the manual

I am a firm believer that creating an exceptional customer experience is all about people. It is about staff taking the time and effort to understand and appreciate that every customer is different and putting in the time and effort to surprise and delight them. To do this staff need to have the freedom to [...]

2 comments Read the full article

When your customers are like Bambi

June 21, 2010
Thumbnail image for When your customers are like Bambi

A couple of weeks ago I was cycling along one of the quiet country lanes on my journey to work when a young deer appeared from within one of the hedges. Startled, the deer took one look at me slowing on my bike, began panicking and rushed hurriedly down the lane looking for the nearest [...]

0 comments Read the full article

Preparation is vital, every time!

June 2, 2010
Thumbnail image for Preparation is vital, every time!

On Sunday I completed my second ever Plymouth Half Marathon and am pleased to say that I made a slight improvement on my time this time around. However this is despite putting in far less training time this year and despite this improvement, I have never found anything so difficult! This years experience has reminded [...]

4 comments Read the full article

Generosity in business

April 23, 2010

I have just finished reading the excellent Seth Godin book, Linchpin. Although Seth makes a lot of brilliant points in this book, there was one particular point that has stuck with me, which is that of generosity. Generosity One of the main themes running through Linchpin is that in order to become indispensable you must first [...]

14 comments Read the full article

Your Twitter presence is damaging your brand

April 3, 2010

A couple of weeks ago a friend of mine had a complaint to make about a pair of trainers he had bought from the website of a major UK sports retailer. After visiting their website again and finding an email address he emailed them his compaint, to which he received an automatic reply stating that [...]

6 comments Read the full article

Do your employees have a voice?

March 30, 2010

Do your customer-facing employees have a strong voice inside your organisation? Do you regularly seek their opinions on service matters? If not, why not? Customer facing employees know their services customers better than anyone. After all, they are face to face with them day in-day out. They understand what makes them tick and they certainly [...]

0 comments Read the full article

← Previous Entries