Skip to main content

Customer Satisfaction is Out of Date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 are of the belief that it is sufficient merely to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty, show that this assumption is deeply flawed.

For several years in the past, Xerox had polled 480,000 customers per year regarding product and service satisfaction using a five-point scale from 5 (high) to 1 (low). Their goal had always been to achieve 100% 4s (satisfied) and 5s (completely satisfied). But in a particular year, an analysis of customers who gave Xerox 4s and 5s on satisfaction found that the relationships between the scores and actual loyalty differed greatly depending on whether the customers were completely satisfied or satisfied. Customers giving Xerox 5s were six times more likely to repurchase Xerox equipment than those giving 4s. (more…)

2019: Switching focus from goals to habits

We all have goals – things we want to achieve within a certain time frame. In fact by this time of the year, many have revised their goals, paying attention to the ones for the New Year. Goals are important and setting goals is often the first step.

However, your goals will not be accomplished if you fail to pay adequate attention to your habits. Habits are behaviours you keep repeating. They are like processes, operating in the background, that power your life. Good habits help you reach your goals while bad ones hinder you.

Habits are powerful, so powerful that they take otherwise difficult tasks—like saving money—and make them easy. This is because if you persist at developing a new behaviour, eventually it becomes automatic. In order words, once habits are formed, they operate automatically. So habits are easy to complete. (more…)

Why You Must Start Setting Personal Goals

If you have not set personal goals (at least for this year), it is like setting out on a major journey with no real idea of your destination. One of the implications is that you feel as if you are adrift, working hard but don’t seem to get anywhere worthwhile.

Goal setting is a powerful process for thinking about your ideal future, and for motivating yourself to turn your vision of this future into reality. You need to spend enough time to think about what you want from life and set yourself personal goals to achieve them. (more…)

Increasing Customer Loyalty through Service

When you deliver the right service at the right price, at the right time, and to the agreed-upon specifications, it does not necessarily lead to customer loyalty. This is because you’ve only made the customer satisfied and mere satisfaction does not always lead to loyalty. In fact, independent studies confirm that customers who are merely satisfied are still very likely to purchase from another source.

(more…)

Why Online Learning is a viable alternative to Classroom Learning

About 16 years ago, online learning was in its infancy, whereas being taught in a classroom in a systematic form has been around for hundreds of years. Little wonder that it’s not been easy to translate the pedagogical methods used in the classroom into those adopted in online learning. Yet there is evidence that suggests both methodologies can deliver comparable learning outcomes (notwithstanding that both methodologies can be subject to poor implementation and delivery). (more…)

How e-learning can reduce costs and improve staff performance

With the current state of the Nigerian economy, cost savings are a major concern for directors, managers, and business owners. One of the major ways to reduce cost is by reducing the escalating costs associated with traditional training, without giving up training completely.

The cost associated with the traditional training sessions can be extremely high compared to the cost associated with having the same information online and giving staff members access via the Internet. (more…)

Find your strengths, focus on using them

One of the primary drivers of success is finding your strengths and focusing on using them. Your strengths are those personal characteristics that allow you to perform at your personal best.

The more you can narrow down to what your core strength is the better your chance of success. That’s why the key to having an excellent career is to ask yourself one simple question: “What is my biggest strength?”

So many people are in jobs they don’t like because they haven’t found the answer to that question. And because everyone is good at a few things and does them here and there, many talented people float in the pool of mediocrity – lacking real success.

That should not be. Don’t deny yourself fulfillment and subsequent success by failing to play in areas of your strength. You must nail down your strengths so you can discover your passion. Critical to success is finding and being sure of that one big thing you want to do forever – your biggest strength.

Here are three tips that will help you identify your strengths and find ideas for using them: (more…)