Taking the definition of 'customer delight' as being 'exceeding customer's expectations' there are times when you just can't do it. When is this? When their expectations are simply too high or completely unrealistic. Surely Andy, you're no doubt saying, we should all strive to do...
I took my mum for an appointment with her Financial Advisors yesterday. We arrived at their office in the metropolis that is Scunthorpe and bang outside was a 'personally reserved' car parking space for us. A simple but lovely touch. I've said it lots of times: creating...
A great morning in Newcastle today with the Entrepreneurs' Forum - I love presenting at their events as there's always a great mix of 'up for it' people. Here are my slides from the session on 'Creating and Keeping Customers in Tougher Times'. Feel free to...
My other half Jill is eagerly awaiting delivery of a new sofa from Marks & Spencer - well, we're both waiting, but for Jill, apparently it's all very exciting (I know, different things work for different people!). We were originally told 10 to 12 weeks...
'The customer is always right' is one of those oft quoted statements that I totally disagree with. Of course, it's about customers, of course, it's about giving great service, and of course, it's about creating 'delighted' and 'devoted' customers. It's also about it making 'commercial...
You may have heard me tell the story of the young lad who tried to serve me in a high street electrical retailer a few years ago when I was looking at DVD recorders. Confused by the wide range of products on offer, pointing to two...
I'm no 'raving fan' of Britain's Got Talent, but even the most 'high brow' of us have to admit that there are lessons in there for us all in this ever more 'competitive age'. The phenomonen that is Susan Boyle absolutely 'wowed' the audience first...
I like to tell stories in my seminars - you know, examples of things that are good, bad and ugly to illustrate a particular point. When it comes to 'delighting' customers one of the stories I tell is about knowing how your visiting customers take...