Is there a particular local business that you regularly go to because you always get a warm welcome? Well, you’re not alone! 59% of UK consumers say that a smile with a warm greeting is the most common reason why they feel loyal to a small business! That’s according to a new report carried out by The Small Business Research...
Creating customer loyalty is a challenge for many businesses and Net Promoter Score is a great way of measuring and improving customer loyalty. It’s something I recommend businesses consider at my seminars and training workshops and something that I believe that any businesses serious about their customers should use! But does it actually mean anything? Well, there’s...
Customer Delight is one of those things that many people are still a little bit cynical about! Maybe it’s the jargon – I know the phrase does sometimes appear a little ‘schmaltzy’ and it can come across as a bit gimmicky when it’s described. However, it’s very much not that! A few other things it’s...
It is with great pride that I offer my football team Sheffield United as an excellent example of customer delight who have provided a wonderfully personalised customer experience! As Sheffield United race towards promotion (again!!!!) it’s time to start thinking about next season and renewing season tickets. They’ve just sent out emails to their thousands of loyal customers...
Ever been frustrated, bored, irritated queuing for a ride in a theme park? Has that been exasperated by even more frustrated, bored irritated (and irritating?!) young ones? Well, your agonies could soon be over! Lo-Q, a Berkshire based business, have developed the technology to create an amusement park where no one stands in a queue! Although...
Lots of businesses boast excellent customer service as a key ingredient of their ‘Dramatic Difference’ - When it works, can be a real diferentiator that creates significant competitive advantage. But how do they ‘Demonstrate‘ that excellent customer service to new and potential customers who have never had the ‘remarkable’ customer experience? Well, obviously, their sales people will tell you, their marketing materials will reinforce it and...
Giving feedback to The Boss can often be tricky, but not if it’s THE Boss! Bruce Springsteen is creating ‘Dialogue’ with his customers and asking them to let them know what they think of him! He’s invited fans to submit videos expressing their feelings about him for inclusion in a new film! “We encourage you to be...
70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service! How ‘shocking’ is that? It’s just one ‘scary’ statistic on this Halloween from a new report produced by Oracle. Their 2012 CX Index Report ‘Why Customer Satisfaction is no longer good enough’ also revealed that: 64% of customers have...
The guys at Trendwatching have produced another excellent new report today which is well worth a read. It suggests that in this world of customers who are more demanding, time-starved, informed and choice-saturated than ever before. winning businesses are the ones who are differentiating themselves by being proactive at being ‘Servile’. They define ‘Servile’ as “being a...
So the Paralympics 2012 are finally over and what a truly ‘remarkable’ experience it has been! The result? Lots and lots of ‘Delighted’ and ‘Devoted’ customers with changed perceptions just like me. From the amazing opening ceremony through the outstanding performances of a vast array of medal winners (and crucially, non medal winners too) to the spectacular closing show,...
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