Measures
There is an old saying: ‘What gets measured gets done’ … and it’s completely true. When the NHS in the UK started measuring patient wait times, the wait times went down (Hooray!) … but patient health...
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The Key Principles of Effective Customer Feedback
The key principles of effective customer Feedback are; Gathering feedback is vital … and responding to it effectively is what really matters In the world of the empowered customer, not gathering...
View ArticleHow can I sell more?
How can I sell more? You know that dreadful feeling in the middle of the night – surely there’s a way we could sell way more? Why is it so hard to get the growth we need? It used to be that we could...
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How to Go the Extra Mile?
How to Go the Extra Mile? There’s always lots of marketing talk about ‘Going the Extra Mile’ and it sounds sexy, doesn’t it? Well, here’s a little secret that not many people know – it’s not...
View ArticleHow can we improve customer service ?
How can we improve customer service ? This is a familiar answer, which encourages acres of print, mainly aimed at telling horses to drink (which doesn’t work, of course, because you can take a horse to...
View ArticleWhy doesn’t customer service training work?
Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are...
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4 Rules to always beat the Competition
There is always pressure to watch the competition, weighing whether we can beat them or if they are currently beating us. Many businesses obsess over what their competition is doing, so they miss the...
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