How to make it easy for prospects and customers to buy….. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touch-points you […]
VIEW POSTAnd it’s not necessarily those who spend the most…. The squeaky wheel is the one that gets the oil. We all know that. And the customers that complain are the ones we listen to, and with good cause. But when we do so we often forget to pay sufficient attention to our other customers. Because […]
VIEW POST3 reasons why the customer is not always right One of the oldest adages for customer experience and customer service is “The customer is always right!”. Sorry, I don’t hold with that. Why? People assume that it is better to keep a customer rather than alienate a customer. But often this is not the best […]
VIEW POSTYou have nothing to fear but fear itself At work one of the things a person fear most, and actively try to avoid, is having a difficult conversation with a boss, a peer or a report. Let’s face it, we don’t like it as it represents the unknown – whenever you enter into a difficult […]
VIEW POSTWhy what got you here won’t get you there! Are any of these scenarios familiar to you? You’ve been recently promoted. You’re in the same job you were in a year ago, but the scope is a lot bigger today than it was then. You’re working in an organization where the performance bar has been […]
VIEW POSTHow to create strategies to build the You of the future. We are all familiar with a SWOT Analysis being used on our business. SWOT is an acronym for identifying your company’s Strengths, Weaknesses, Opportunities, and Threats. But did you know you can use it on yourself? And that you can use it to generate […]
VIEW POSTOnly employees can engage themselves. You can’t do it. All you can do is create an environment which helps people to be self-motivated and engaged. Everyone is different, that is true, but there are common factors that are intrinsic to everybody’s level of satisfaction and engagement at work. Engaged employees voluntarily invest time, effort and […]
VIEW POSTHow to build your ability to be objective. A common mistake made by managers is to equate what they think with what they know. But there is a world of difference, let me explain. At the core of this is being able to differentiate between the objective and the subjective perspective of the matter to […]
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