Most company directors and board members don't have a clear understanding of what their customers want, and often ignore the views of those that do - their front line people! That's according to a new report from The Institute Of Customer Service. The Leading By...
We're back! After a couple of week's break, it's 3D Thoughts time again: 3 iDeas in around 3 minutes to help you improve your business! This week we focus on maximising leadership, Net Promoter Scores, and 'team away days'! As ever, there's no need to download anything! Just click...
Customer service is the biggest factor behind negative reviews on Trip Advisor! That's according to a survey of Daily Telegraph readers. Service was placed above 'size / style of room' as the aspect most likely to prompt a bad write up, with 58% of votes....
Here are this week's 3D Thoughts and, as ever, it's 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week's iDeas highlight how to create customer delight, some words of wisdom from Google's Eric Schmidt and a story about a...
Here are this week's 3D Thoughts and, as ever, it's 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week's iDeas include how NOT to respond to a customer complaint, a new way of charging your customers and the power of saying...
Not receiving a reply to a customer complaint is irritating to say the least. Receiving an 'automated response' is just as annoying - you often get them via email and telephone, and it makes you feel that they don't really care. What we want as customers is...
Customers are getting less loyal! That's the news from a new report from KANA Software which says that 30% of UK customers have become less loyal to retail brands over the past 5 years. the reason? Yes, you've guessed it...
Responding quickly to a customer service complaint or enquiry has always been a key ingredient of a great customer experience. There's news now that 'quickly' has a very different meaning to what it had even just a couple of years ago! Research from Lithium Technologies highlights that 53% of...
Here are this week's 3D Thoughts - 3 iDeas to help you improve your business competitiveness and competence in around 3 minutes! There's no need to download anything! Just click on the icon below, listen and then DO something! listen to ‘Andy's 3D Thoughts 17/03/04’ on Audioboo(function()...
Here are this week's 3D Thoughts - 3 iDeas to help you improve your business competitiveness and competence in around 3 minutes! There's no need to download anything! Just click on the icon below, listen and then DO something! listen to ‘Andy's 3D Thoughts 03/03/14’ on Audioboo //...