I do not subscribe to quick fixes. I prefer a permanent solution approach to situations that require course correcting. Hence my professional designation of service transformation consultant. Transformation in this case, is about changing the nature of a person or business. It’s about ensuring that the change is sustainable. Leadership impact should pretty much be …
In a customer centric business, circuitry matters. Every piece of the people, process, operations and technology puzzle is connected to a centre of focus……the customer. But, here’s the inconvenient truth. It takes conscious leadership to connect the operational part of the puzzle, to the human side of the customer centric game. Irrespective of how much …
A business has a big problem when the majority of its employees are not customer centric. It has a dangerous problem, when the majority of its leadership team members, are not. As a matter of fact, the latter situation typically leads to the former situation. When a business is led by leaders who are not …
What should businesses do when one hundred percent of their customers expect a consistently great experience, but only thirty percent of their employees are customer-centric? Get busy reversing the statistical split between those employees who are happy to serve customers and those who are not. While many businesses may not know the exact number of …
Life in the customer experience universe is not always perfect. Balls drop. Promises are not kept. Messages are not relayed on time, or with urgency. Customers have a less than stellar experience. The counterbalancing factor however, is the finesse and finality with which customer trust and happiness are restored. In my previous article, while I …
The best moments in customer experience are those that make the customer plan to come again, to repurchase, or to want a repeat of the emotion that he or she experienced during the interaction. Businesses need to be crystal clear on what comprises those moments, at what point in the experience journey they are supposed …
One of the most critical missions for any business, is to understand inside, out, their customers’ moments of truth. Those moments when the customer experiences an emotion that imprints a positive opinion of the business, in his or her mind, permanently. The overarching goal is to understand what this experience looks like for the customer, …
One of my frequent exhortations of business leaders is that they should ask for help. Not necessarily in the style of, “Please help me, I’m falling!!” More in the shape of, “What do you think of this idea?” or “What else should we consider, as we search for a solution to this situation?” Asking for …
What happens to a business when leaders care about customer care? There are two answers. One short and the other, long. The short answer is that the business becomes a brand that is favoured amongst its customer segments. The long answer is that nothing about the business remains the same. Its vision for itself expands, …
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. …