How do you create Dramatically and Demonstrably Different customer experiences? This week's 3 iDeas highlight 3 principles of getting your people 'on board' to make it happen. It's all about Engaging, Empowering and Enabling your people and there are lessons for anyone wanting to improve the experiences...
43% of UK customers have consciously NOT made a second purchase from a business due to poor customer service! That's according to a new report from the Institute Of Customer Service. The biggest culprits that send customers away unhappy according to the report are...
Mo Farah's historical win in the 10,000 metres yesterday was just one of the highlights of Great Britain's amazing performance in the Rio Olympics, but what is the secret to these amazing performances? Well, it's clear that it's a combination of passion, skills, mental attitudes,...
51% of UK customers would happily pay more for a product or service if it meant they received a better level of customer service! That's according to a new report from virtual assistant company Ava. Interestingly, it's different between genders - 64% of men said they...
It's 3D Thoughts time and this week's 3 iDeas to help you be a Dramatically and Demonstrably Different Business look at your approach to delegation, how to recruit 'lucky' people and a prompt to reignite your customer relationships. As ever, there's no need to download anything! Just click on...
Only 29% of Business To Business customers are fully 'engaged' with their suppliers — that is, they have 'bought in' and feel attached to the companies they do business with. The other 71% are ready and willing to take their business elsewhere! That's according to a new...
It's 3D Thoughts time! This week's 3 iDeas focus on Dealing With Customer Disappointment! In around 3 minutes you'll hear about some research about why customers don't complain, how to spot those 'grumblers', and examples of dealing with customer complaints from Banggood and Timpsons! As ever, there's no need...
Here are this week's 3D Thoughts! This week's 3 iDeas focus on creating great customer experiences! In around 3 minutes you'll hear about some research about frustrates customers and some great examples of businesses that recognise and avoid that! As ever, there's no need to download anything! Just...
How 'empowered' are your people? Do they really contribute to your customers' experience? Are they encouraged to 'delight' your customers? Are they allowed to? Here's a nice example from Pret A Manger that highlights how they ensure that their people reinforce their 'Dramatic Difference'. Rather than...
We caught the train for a night out in Sheffield on Saturday night from our local station. We took our seats and waited patiently for the ticket collector to come and take our money for the journey, as did all the passengers. As we travelled through the...