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Two Small Mysteries Solved
Life is a wonderful mystery and it brings such pleasure when one of
its little secrets is discovered. Recently, two pieces of the puzzle
fell into place for me.
...read on >
First Impressions Make The Difference
We all know in this very tight market, customers are no longer like
buses, with another one coming along every 10 minutes.
...read
on >
How to Give Customers What They
Want
I was speaking at a five star hotel in Auckland the other day. Before
the meeting started, I went to the concierge and told him I needed a
white board. ...read on >
How to turn Unhappy Customers into
Raving Fans
The New Zealand manager of a large international company recently told
his salespeople about a meeting he and his team attended last year
in Europe. All the top executive teams from around the world were asked
to describe how their business had ‘wowed’ their customers
recently. ...read on >
Dare to Listen
and reap the rewards
If there is one thing I have learned from being in business for 35 years, it is this: Your customers
will tell you everything you need to know to succeed. ...read on >
Like
Mother Said
I can hear my mother telling me now, “If only we could see ourselves as others see us.” ...read
on >
A Walk Through The Market
We all know that business is about attracting and keeping customers. In fact, you probably wonder
why I keep going on about the importance of retaining customers. A walk through the market might explain
why. ...read on >
Customers Are Your Benefactors
As I entered the hotel, I thought about the last time I had been there. It was late in the afternoon
on a cold, wet, windy, winter’s day and I felt tired, cold and down. ...read on >
How to Get the Right People Doing the Right Things
I had a great customer experience the other day. Nobody did anything out of the ordinary, no
one exceeded my expectations, but it was a great experience nevertheless. ...read on >
You get what you pay for.
There is something I always wanted to understand before I die. Why is it that when it comes to customer
service, most business leaders are like people who go to church without belief? ...read on >
A good place to be
Since 100% of your profits come from your customers, the best vantage point from which to judge
how well your business is performing is gained by standing in your customers’ shoes. ...read
on >
Sell what your customers are buying
In an increasingly crowded and competitive market, it is difficult to get a prospective customer’s
attention, never mind close the sale or get your asking price. ..read on >
Warning: Customer satisfaction surveys
may cause delusions of adequacy!
Last month, I cited a study in which 80% of senior managers interviewed believed their companies
were doing an excellent job of servicing their customers but only 8% of their customers agreed. ...read
on >
GET TO KNOW ME
According to IBM’s research, customers want fast, friendly service that is personalised to
them and delivered by people who know their stuff. ...read on >
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DOES IT MAKE SENSE TO YOUR CUSTOMERS?
We live in a world where customers are outraged. Perhaps this is because often what companies do makes no sense to their customers. ...read on>
Handle with Care
When a business customer buys a product or service from you, do you
and your staff understand the value of what has been put in your hands?
...read
on >
Good Behaviour is Good Business
Business is a social activity between people. In a tough market, you
need to maker sure the people who pay you for your products and services
are treated well by the people you pay wages to.
...read on >
Time to Put On Your Running Shoes
There is a story I have been telling ever since our economy began to contract, which is especially
relevant now we face a bleak 2009 thanks to the global financial crisis. ...read on>
Help Price-Conscious Consumers Find the Value on Your Site
Recession. There, I said it. As the U.S. economy "recesses," online retailers struggle to
bridge the consumer’s need to conserve cash and their own need to survive. ...read
on >
DON'T
LEAVE IT TO CHANCE
It was a cold, wet and windy Friday night and my flight home was delayed. Feeling tired and irritable,
I stepped into the aircraft, prepared to show my boarding pass to a bored crew member who would tell
me where seat 1D was, just in case I could not figure that out. ...read on >
Be On Your Best Behaviour
Customers are not dissatisfied; they are outraged. Customer rage is a documented phenomenon researched
at universities such as Waikato, New South Wales and Queensland. ....read on >
Lessons from Napier
It is always a highpoint when I can spend a few hours in the company of a group of people who are
passionate about customer service. ...read on >
Inspire Your Customers
Have you ever had a customer experience so good you just had to tell others about it? More importantly,
do you have that affect on your customers? ...read on >
Is there a pattern?
I had two interesting emails this week. The first came from a large nation-wide retailer. ...read on
>
Get it right when it has gone wrong.
A few weeks ago I completed a business transaction that involved three suppliers and a deadline...read
on >
The way it should be done.
Two years ago, I bought a Vodafone 3G card so I could connect my laptop to the Internet. Right from
the beginning, it never worked properly. ..read on >
Service excellence is rocket science!
For the past six months, I have been talking about how poor customer service is throughout the English-speaking
world. .
...read on >
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Make Your Customers Feel They Are Missing Out
I have just spent an hour organising flights for a rather complicated trip zigzagging across the Tasman and around Eastern Australia. ...read_on>
Your Customers Have the Answers
If there is one thing I’ve learned in the past 35 years it
is your customers will tell you everything you need to know to succeed.
Unfortunately, we usually do not listen to them.
...read on>
It Is All About The Choices We Make
One of life’s great delights is to meet people
who share your passion. Such people not only teach you valuable lessons,
they provide much needed inspiration, especially if you feel you are
often a lone voice crying in the wind. ...read
on >
Doing the Little
Things that Delight
I had ordered my meal from a pleasant young waitress in a Thai restaurant
in Melbourne’s Chinatown and was sipping a nice Merlot, thinking
I had a free hour the next day, which I could use to visit a music
store if only I knew where the closest one was located....read
on >
Three
Steps to Winning:
Ask, Listen and Hear.
I think I have discovered why the Australians generally beat us in nearly everything. ...read
on >
The Silver Lining
A dark cloud came over my family recently when my mother-in-law died. She was a very special lady
who played a major role in all of our lives but particularly in the lives of her grandchildren. ...read
on >
Don’t leave it to chance
I had a really great customer experience the other day My flight from Auckland to Invercargill was
delayed by fog which meant I would miss my connection in Christchurch. ...read on >
Sleep on this
My wife and I decided we needed a new mattress for our bed. The truth is, I am a very restless sleeper
and my tossing and turning and getting in and out of bed during the night was disturbing her sleep.
...read on >
Connect with your customers
If you are going to make a New Year’s resolution for your business this year, decide to get
to know your customers better so you can be on their wavelength. ...read on >
DELUSIONS OF ADEQUACY
CAN BE COSTLY
I have a letter on my desk from the head of sales and marketing of a very large and
well known global New Zealand company assuring me his company has itscustomer service strategies sorted
out. ...read on >
IS IT JUST A HABIT
I settled back into my seat and listened to the pilot tell us his name. Turning to my client, I
asked, “Can you think of one reason I would want to know that guy’s name?” He shook
his head.
...read on >
Customer SERVICE Comes FROM THE HEART
Unfortunately, this
day there was no car for me.
...read on >
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