Actually, let me rephrase the question. “When did self-aggrandizement become such a leadership imperative?” I can’t tell you how many leaders I’ve come across who are overblown with self-importance and overcome with overinflated opinions of themselves. Conversely, I come across way too few leaders who understand the workings of leadership and leadership wisdom that should …
The leaders who excel at leading authentic customer engagement are those who excel, as well, at people engagement. Of course, this is an oversimplified statement, there’s a lot more to excelling at customer engagement than just people engagement skills. However, I do contend that one cannot be good with either individuals or customers, if one …
Some individuals are poor at it, some are good at it and yet others excel at it. What am I talking about? Engaging customers. Have you ever noticed how some individuals relate really well with people? They make interacting look like a walk in the park. They can even make a fake smile seem real….if …
The winds of change are blowing in the customer experience universe and some businesses have begun to realize that they need to pivot. We’re now in an era where the playing field has evolved into a complex, but necessary, mix of digital and human labour. The businesses that will be making the shift, should prepare …
How does a business transition from customer service to customer care? Well, the first step, as they say, is acknowledging that there is a problem. Every business delivers a level of service and that level can be good, poor, bad, satisfactory or legendary. It’s all about where the business falls on the scale of delivery. …
Every business aims to please its customers. The reality is that few businesses do so, on a consistent, sustained basis, up to the point where they are known as customer-centric brands that can boast of being highly favoured by their customers. The problem is that starting the journey to customer-centricity is easy, it’s staying the …
It’s so very easy to spot a business that has invested in curating its customer experience brand in an intentional way. The evidence is loud and impossible to miss. Employees are eager to serve, systems work like clockwork, processes are customer-friendly and there’s an ease to doing business. What’s the icing on the cake? When …
I’ve had the privilege of sharing some insights on the business of achieving service excellence and stellar customer experience, through this column. While the feedback on the value of the content and its conversion to practical use have been overwhelmingly positive, some businesses still have a bit of ground to cover in making the final …
Every athlete wants to be a winner, but few are willing to do the hard work required to get to the top and stay there. Every business wants to be known for demonstrating service brilliance, but how many are willing to do the work required to reach the brilliance bar? Very few. It takes a …
Unless a business can boast of delivering stellar customer experiences, consistently, it’s state of service delivery is lukewarm. This state does not endear customers and I would wager a bit of defection may be in the cards, should a formidable competitor come along. What, exactly, do I mean by lukewarm service? Essentially, it’s when hit …