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Excellence……….A Forgotten Differentiator

We’ve become marathoners at running after so many differentiators in the world of business. Service excellence, customer experience, artificial intelligence, digital transformation, contactless transactions and the list goes on and on. These differentiators are considered to be game changers and rightly so. They do bring massive value to a business when they are deployed effectively. …

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The Cost of a Customer’s Smile

Let me start by asking three questions. Have you noticed that employees at some businesses behave as though they are doing customers a favour during interactions? Has the thought about the cost of such unwelcome service delivery to the business, ever crossed your mind? Moreover, have you ever wondered about what factors affect the cost …

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How Generational Turnover Impacts A Business

Many businesses are in need of a cultural overhaul. But, guess what? They may not be aware of this fact. So, what happens is that there is this never-ending misdiagnosis of the maladies plaguing the business and a subsequent parade of ineffective prescriptions that don’t make a dent in the process of business restoration. Meanwhile, …

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Pairing A Brilliance Mindset With Habits Of Excellence

What happens when a business pairs a brilliance mindset with habits of excellence? It becomes a force of nature, destined for greatness in its business dealings and with its stakeholder relationships. In my previous article, I spoke about the perils of having an “average mindset,” well, the “brilliance mindset” is the exact opposite state. A …

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A Persistently “Average” Business Mindset Is Unviable

I am baffled by the proliferation of the “average mindset.” You know, the mindset that handcuffs individuals and businesses to a minimum effort standard. It’s everywhere and it prevents everyone from elevating output to a higher level of excellence. As a matter of fact, average and excellence are diametrically opposed. Whenever I encounter this “average …

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Getting To Service Excellence…The Pain And Pleasure

We know that It’s time to say goodbye to patchwork service delivery and discontinuous customer experience. But, brace yourself, it’s not going to be a smooth journey, neither will it be a painless ride. Elite athletes make the visible part of getting to the finish line look easy, but what we don’t see is the …

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Are You Proud Of Your Customer Experience Brand?

I like to ask business leaders this question, “Do you feel proud when you think about your customer experience brand?” Additionally, I tell them that this is a question with only “yes or no” response options. In some cases, with clear justification, the answers are a resounding “yes.” In other cases, I am faced with …

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Emotional Labour Clears Service Debris

There’s some unfinished business from last week’s article. The focus was on the need for businesses to clear the debris that distracts them from moving along their journey to service excellence and superlative customer experience. Whilst several examples of debris were discussed, there is still one more that needs to be brought to light. Human-based …

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Clearing The Debris Of Service Enfeeblement

Some businesses are used as the prevailing brand standards for poor service delivery. That’s a major reputational indictment. They are cited everywhere and by everyone for their nonchalance towards creating the gift that every customer wants to receive….a positive experience. Yet, foot and digital traffic continue to drive acceptable and sometimes, superlative financial results. Sounds …

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Is Service Illiteracy Hurting Your Business?

One of the biggest challenges facing businesses is figuring out how to “achieve and sustain” service excellence. Numerous research studies have indicated that many businesses have no strategy or sustainable processes for building out a service excellence brand that boasts a consistently positive customer experience and sustained customer success. When I ask random businesses to …

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