A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …

Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: Why do we keep putting up with this lack of customer service? Will training for customer service employees really result in improving customer experience? Or does the focus need …

5 Questions for B2B Companies to Gain Customer Insights It’s a relatively easy thing for a company to say that it is customer focused. It’s quite another to truly understand your customer’s needs. When was the last time you spoke directly with any of your customers in an effort to understand them and listen to …

Key Stages of a Successful Customer Experience Management Program The Customer Experience Coach, David Mottershead, has released a new whitepaper outlining the key stages for implementing a successful customer experience management program. This whitepaper also details how such a program can be used as part of a framework for understanding, measuring and continually improving the …

Great slideshare presentation by Andy Hanselman as a follow-up to his blog entry late last year … What customers really think – 30 stats on customer expectations and attitudes to customer service View more presentations from Andy Hanselman.

As the year draws rapidly to a close, company executives and C-level managers are already looking ahead to the new year and its many challenges and opportunities. It’s in the back of their mind as they go about preparing for the festive season. Even though they are winding down for the year, they are (often …

No, I’m not referring here to the way we manage potentially abusive customers. You don’t have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I’m exploring the gap between what a customer may request or say that they want, what they truly need, and the …

As a supplier, do you understand or appreciate what it is that your customers are really buying? Have you identified your market segment and have you profiled your ideal customer? It’s so important to focus on what it is that you are delivering to your customers. What is the need that you are satisfying? Have …

Outside-In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. An Outside-In Philosophy In suggesting that today’s businesses are working with new rules and …