The customers have spoken. Are you listening?

Customer expectations continue to climb and it is becoming more and more challenging for companies to set themselves apart from the competition. Markets are increasingly crowded, and both price and product are being steadily overtaken by customer experience as the number one brand differentiator. Customer service excellence is about more than simply solving customer queries… … Continue reading

10 tips for creating world class customer experiences

Can you confidently say that you and your company consistently delivered world class customer experiences everywhere, by everyone, every time in 2019? Does everyone from the top of the organisation to the bottom live, eat and breathe delivering amazing customer experiences? If the answer is “no”, “maybe” or you find yourself looking for excuses … … Continue reading

The biggest barriers to sales improvement revealed here!

So, what are the biggest problems our clients face in their quest for consistent sales growth?   Lack of sustainable sales? Squeezing of margins? Customer retention / loyalty? Lack of an effective CRM system? Crowded and competitive marketplace? Retention of sales people? Price of product or service too high?   It could be any or … Continue reading

Struggling to reach your sales targets? This could be the reason …..

Recently, a Sales Director asked us for some advice about improving her company’s sales volumes, margins and customer experience and retention. They had robust sales processes, their sales managers were good at coaching, mentoring and supporting their salespeople, and their salespeople themselves were meeting lots of prospective clients. They were reaching their sales targets but … Continue reading

So, what IS the secret to making more (profitable) sales?

So, what’s the secret to making more (profitable) sales? It’s AARDER that will make it easier … A = Attitude: Developing an expectant and positive attitude and an infectious enthusiasm is the foundation from which everything else flows. Without it sales people and sales managers should stay at home. A = Actions: Consistent and effective … Continue reading

You shouldn’t be managing change … you should be leading and inspiring it!

The very term “managing change” suggests the approaches most organisations take are inherently wrong. It infers it’s a tug of war. It implies people are being “dragged through the hedges” kicking and screaming … and all too often that’s what happens. Staff are frustrated that managers don’t lead the change, they just “issue instructions”  – … Continue reading

Change is the constant … speed is the variable

“How many times do we have to explain why this change and improvement is necessary?  Everyone tells me they understand … but as soon as my back is turned, they continue like nothing has happened!”   It is really worrying how many organisations we’ve met within recent months who are struggling to get business critical changes … Continue reading

What drives a positive culture in an organisation?

Let us first tell you what doesn’t … pay and rations, “bean bag” relaxation rooms, dress down days, “homemade cake eating” Fridays, etc. … Culture is not to be trifled with (no pun intended!) … it’s the key to hard driving and much needed, if not critical, sustainable business improvement. Culture is the single biggest … Continue reading

A gift for you for 2020: 10 tips for creating world class customer experience

We’re not “telling tales” out of school here when we say 66% of UK consumers believe the customer experience has deteriorated over the past three years and 81% of customers would be willing to pay more in order to receive good, or great, customer experiences.   As 2020 fast approaches can you confidently say you … Continue reading