Consistency isn’t just a virtue; it’s the cornerstone of exceptional customer experience. Whether you’re savouring your morning coffee at Starbucks or marvelling at the seamless service of Amazon, consistency is the secret sauce that keeps customers coming back for more – a powerful tool that builds trust, loyalty, and ultimately,
A wise old man (my dad) once said, ‘Never complain about how much tax you have to pay – the more you’re paying, the more successful you are!’ How true…if still hard to bear at times! A similar mantra could also exist for the relationship between a business and its
When your business has a true customer-first culture – versus one that is spoken about, but not ‘lived’ – every team member is focused on giving every customer a great experience – building trust and loyalty, and creating happy customers who not only stay with you, but also refer others.
I don’t know about you but I love posts you see on social media about businesses going the extra mile for their customers. Delighting the Customer, going the extra mile, or as I heard it referred to as, Sprinkling the Pixie Dust, costs businesses very little but the repercussions, the return
An effective Customer Journey Map gives you a clear and detailed picture of how your customer uses your product or services, and how customers and potential customers go through the buying process. It gives you and your team an overview of your customers’ experience and shows how they move through your sales funnel,
Like many business owners, I used to make the mistake of thinking that what was crystal clear and obvious to me would be crystal clear to my ideal client. That they would take the time to jump through my hoops, understand my jargon or click more than once, to find
I read an article the other day that got me a bit hot under the collar. In a nutshell it said that anyone following a process or a system was a ‘jobsworth’. The article had different animals depicting the different types of people who followed a system and their reasons
‘Your most unhappy customers are your greatest source of learning.’ Bill Gates Have you ever wanted to complain online to a company only to find that complaints are not one of the fifteen options for selection. I tend to select customer query and then head the comments box with complaint.
There’s a quote from Richard Branson that’s been doing the rounds on Social Media for the last few months, it says: “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” I’ve even seen it printed out and
I was in my local supermarket the other day and large queues were forming at the tills. A manager was patrolling and had called on a couple of people to help out, but the queues remained, and it seemed there was no one else to call on…bet you can’t guess what
Fresh from a long weekend in a very sunny village by the sea, I’m wondering…how’s it going with the pixie dust? Have you been putting your heart into your customer experience for the last two weeks? Of course, ‘adding the magic’ as someone like Disney might put it, is no
A couple of weeks ago, I shared with you a story about appalling customer service from Mini, and the damage abdicating your accountability for outsourced suppliers, can do to your brand. So this week I thought I’d balance that dismal tale out with a couple of great stories I heard recently. Two
Continuing the theme from last week’s blog…it was McDonald’s UK’s 40th birthday last month. 40th? …really?! Don’t know about you, but it made me feel old! Anyway…as a (rather talented, if I say so myself) ex burger flipper, I thought I’d mark the occasion by revisiting one of my favourite
‘Marianne is the author of four books and is currently working on her fifth whilst regularly writing her blog, we hope you enjoy it :)
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