How the mundane can become delightful

As my husband waxed lyrical to yet another friend about how he loves his new Dyson vacuum cleaner, it struck me that even the mundane task of cleaning the house can result in raving fans.  He talks about the speed and convenience, the compactness, the power of the vacuum cleaner as if it is a… Continue reading How the mundane can become delightful

Creating proactive relationships with your customers

In days gone by, we all realized we needed to establish a relationship with a customer to keep them happy. In order to have a relationship with our customers, we needed to build trust and nurture communication to create openness. And yet in customer service, we never really evolved our customer relationships. It was even… Continue reading Creating proactive relationships with your customers

3 Customer Retention steps that deliver results

In an every more competitive world, there’s been a dramatic shift away from focusing on churn to focusing on retention.  It’s a really important change and there’s a lot of logic in this shift.  Whilst churn is a reactive approach, focused on taking actions when a customer has decided to leave, retention is a proactive… Continue reading 3 Customer Retention steps that deliver results

6 points on how to make a change positive employee experience

One of the most difficult things to do as a manager and leader is to implement change and make it successful. Every change needs to result in a different way of working or learning a new behaviour, and no matter how small, humans are resistant to this.  So how do you make it easy for… Continue reading 6 points on how to make a change positive employee experience