Our Blog
Converting Customers into Beggars
Beg, Beggar, Begging……….. The results for a search of the definition of the word to beg, throws us the following synonyms: to - beseech, entreat, implore, adjure, plead with, appeal to, pray to, petition, apply to…. And yes – this was our experience we last Thursday...
#SustainingCXExcellence – Balancing Growth and Service Excellence
When the Uber driver arrived at my pick point this afternoon, I had not finished eating the packet of crisps I had just bought. His greeting was not the standard hello or how are you, or good afternoon. No. The first thing he said to me was … “Ni vizuri sana umbeba...
Unpacking Mahatma’s Unparalleled CX Ideology
Mahatma Gandhi – India’s independence activist and leader, renown for employing nonviolent civil disobedience that led India to independence, and inspired movements for civil rights and freedom across the world; has the timeless and legendary customer service quote...
Customer Service Excellence – To script or not to script that is the question…..
We’ve all experienced the eye-rolling fatigue that engulfs us when we dial in to a help desk or sit down at a restaurant and the service provider belts out the same tired old lines that have been hardwired in their internal systems making them robotic. Plastic...
The Customer is An Asset
The dictionary describes an asset as a useful or valuable thing, person, or quality. The business dictionary goes ahead to further qualify this as “something valuable that an entity owns, benefits from, or has use of, in generating income. It proceeds to enumerate the...
The 3 Cardinal Rules of Customer Experience and Love…..
There are three cardinal rules around delivering exceptional customer experiences that have to do with LOVE… No matter the circumstance, industry sector, business environment, sector of the economy or professional inclination, the rules remain the same. Steadfast and...
Wow Customer Experience – What’s That????!!!!!!
In a brainstorm meeting yesterday, we were trying to define what constitutes a “Wow” customer experience. The five of us – four customer experience strategists and one brand guru had such interesting viewpoints that I feel compelled to share. We asked ourselves so...
“Bad Service” From Your Customer? Ditch Them!!!!
Good customer service dictates that we should love our customers and bend over backwards for them whilst going the extra mile. This is the mantra we should all live by because the customer is the business and business is the customer and that’s just the way it is....
Customer Service and the Business Hierarchy of Needs
I recently sat through a technical sales training session by sales excellence expert Sam Kariuki who was coaching Energy Engineers to effectively communicate and ‘sell’ their world changing passions. He referred to page 66 of his book on entrepreneurship The Guy Who...
