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What Motivates Customers To Visit Your Business?

Another way of stating this opening enquiry is, “What motivates your customers to purchase products and services from your business?” Is it because of your helpful people, your friendly processes, the ease of conducting business using convenient payment solutions, great deals, flexible packages tailored to suit individual needs? Is it that your business brand has …

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Customer Chemistry As A Differentiation Strategy

It’s my guess that some businesses will start the new year without a customer experience design strategy for keeping their customers happy. There will be goals, targets, actions and intentions, but not an overarching strategy for customer happiness. Because of the existence of complaints, ball dropping, promises not being kept, friction-filled exchanges with customers and …

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Is Your Business At War With Itself?

A business either resides in harmony or in dissonance with itself. There is either congruence across its ecosystem, or there’s misalignment. Amazingly, some businesses that reside in dissonance, have made peace with this status quo and continue to function at a level of normalcy, within the disharmony. The businesses that are intentional about normalizing harmony …

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‘Tis The Season For “No Ball Dropping”

For those of us who reside in the customer experience universe and are committed to service excellence, the mantra, “no ball dropping,” is our beacon that guides the execution of every task, particularly when those tasks have a direct link to customer success. So, what exactly is ball dropping? A business would have dropped the …

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Service Transformation……a Compelling Mission

The achievement of service excellence and ultimately, service brilliance is one of the highest accomplishments to which a business can lay claim.  Typically, the businesses that achieve this feat, are those that are relentless in their commitment to constant service evolution and to remaining relevant to their most discerning customer segments. These are the segments …

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Wellness….a Superfood for Successful Teamworking

To me, wellness is like a superfood and should be one of the main nutrients fortifying teams that are intent on enjoying extraordinary success. When a team is dedicated to optimizing wellness, its   psychological fitness is heightened, unproductive intra-team friction is reduced and precious energy needed to get the job done, is released. Let me …

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Let’s Decode “Exceeding Customers’ Expectations”

So, let’s start this week’s reflection on customer experience with a poll. How many of us have interacted with businesses which have stated boldly, that their service delivery is powered by the aspiration to “exceed their customers’ expectations?” Hmmm….unsurprisingly, quite a few of us!! I will not conduct a follow-on poll to determine how many …

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Sustained Internal Conflict Harms Service Delivery

I consider myself to be an intelligent individual. But I cannot figure out, notwithstanding my current intelligence quotient and regardless of how hard I try, why business leaders tolerate and allow interpersonal conflict to thrive in their workplace environments. Uncontrolled, unmanaged and therefore, runaway conflict is so destructive, that the intention should be to prevent …

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Sustaining Customer Experience Momentum

Sustaining customer experience momentum is not a walk in the park. It requires businesses to keep an eye on the goal post….the customer happiness goal post. Sounds simple enough, doesn’t it? The reality, of course, is a different story, when we consider the fact that the goal post keeps moving. When it comes to customers …

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Customer Service Week 2023… overcoming service misfiring

Well, here we are, recognizing another customer service week yet again. Whilst it’s always a good thing to celebrate great service delivery, getting customer experience right can be a hit and miss job. Lots of misfiring if a business does not know what it’s doing. With a little bit of strategic intelligence though, the whole …

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