Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away. In other words, poor service will cost your organization money. Lots of money.
You incur this cost in two ways . . .
(more…)The Importance Of Strategic Planning
Dwight Eisenhower was the one who said, “What is important is seldom urgent and what is urgent is seldom important.”
(more…)What Are Your Organization’s Moments Of Truth
Few years ago, I needed to enroll my child in a primary school and was checking some schools. I got to one particular school, after talking with their representative and she showed me around the school, everything seemed fine. I decided to enroll my child in the school.
(more…)1 Simple Way to Make Employee Training Pay Off
Reasons. If you could put in one word what makes employee training pay off, that would be the word. As humans, if we have enough reasons we can do the most incredible things.
(more…)Nipping customers’ journey to disloyalty in the bud
No organization wants to lose customers. Hence organizations always strive to prevent customer disloyalty. However, to succeed in doing so, it’s essential to first understand how customers become disloyal.
(more…)The Strengths-Based Approach to Managing Teams
In every organization, giving employees a chance to do what they do best has significant impact on business results.
(more…)The Importance of Service Processes
Early this year, I ordered an item from an online shop with a promise of next-day delivery. The following day, I got the item. Impressed by their service, I ordered another item in February, but it came after 4 days, with profound apologies. Last month, with reluctance, I ordered another item from the same shop. After 3 days, I was told the item was out of stock. Disappointed, but at least I got my money back. However, I’ll not buy again from that shop.
(more…)Understanding value from the customer’s perspective
No matter what product or service you provide, it is the customer who defines value. Hence, to succeed, it’s essential to see value from the customer’s perspective. If not, you will not understand the actual needs of the customer.
(more…)The Leadership Approach Managers Should Avoid
“One size fits all” – using the same leadership style in every situation and for everyone in a team. This should be avoided because at any point in a team, individuals are at different developmental levels. Hence managers should vary their style of leadership based on each individual’s developmental level. This approach, developed by Paul Hersey and Ken Blanchard, is known as situational leadership.
(more…)Making Customers Satisfied is Out of Date
When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they assume that it is sufficient to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty show that this assumption is deeply flawed.
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