It’s that time of year when individuals naturally slip into self-reflection and self-projection. The closing of one chapter and the anticipation of another invites a review of wins and losses, alongside the drafting of bold resolutions. For some individuals, this two-pronged ritual results in efficient execution and measurable progress. For others, it becomes a slippery …
A very merry Christmas and happy holidays to everyone in our lovely Trinidad and Tobago. While we know that we have twelve months’ notice, doesn’t Christmas seem to speed around the sun every year? Perhaps it’s because we are so preoccupied with life and living, that time slips by almost unnoticed. Yet, when December arrives, …
Who says Trinidad and Tobago businesses cannot rise to world‑class customer experience? They can absolutely do so. It means committing their hearts, minds and the disciplined application of service science to the task. A few days ago, I had one of the best customer experiences I’ve encountered in a while. It reminded me of the …
An unforgettable customer experience. This is what the biggest sale should be for any business in Trinidad and Tobago, that is selling merchandise and hoping for big wins this Christmas. Long after the rush fades and the festivities end, the real question will be, “What lasting memory will customers carry about your business, especially those …
In my line of business, I can spot the indicators of cosmetic customer experience almost instantly. It’s the fake smiles, the promises that will never be kept, the lack of follow‑through and the constant passing of the decision buck. Cosmetic customer experience is nothing more than a superficial version of the real thing. It’s about …
I think it’s high time that Trinidad and Tobago becomes known for delivering truly stellar customer experiences. Change is never easy, either for individuals, or for businesses. Adopting new ways of working can feel uncomfortable when old habits have been cemented over years. Yet many businesses continue to cling to familiar service practices, even as …
Why do so many customer experience intentions and strategies to improve service delivery in Trinidad and Tobago fall flat? Poor implementation. Undoubtedly, a major goal of businesses in this country, would be to deliver a superb customer experience. The first problem with this aspiration is that some businesses just don’t know where, or how to …
There are many ways to kill customer enthusiasm. Neglect, negligence, boredom and irrelevance, rank close to the top. Some businesses are completely unaware of the grievous harm that customers experience at the hands of these saboteurs. Mercifully, there are those businesses that undertake avoidant strategies, so that neither their brand, nor their customers suffer. Usually, …
“We aim to provide good customer service and satisfy our customers.” This well-worn refrain, echoed by countless business leaders, is not only outdated, it’s misleading. It’s time to dismantle the illusion that customer service and customer satisfaction, even when executed well, are sufficient to drive sustainable customer success. At best, they deliver fleeting, transactional wins. …
A perplexing question for me, has been why so few businesses in Trinidad and Tobago choose to be distinctive in the way they operate and why so many seem comfortable being run-of-the-mill. Now there’s nothing inherently wrong with regular and run-of-the-mill, it’s just that when it comes to occupying space in the minds of one’s …