31 July 2016
What is the ROI of a fantastic customer experience?
If the experience only costs you a toothpick?

Picture this: two coffee shops on opposite sides of the street. One a typical chain store, the other a local business. Friends come walking down the road, looking for a place to sit and talk for a while. One points to the chain store and says, “let’s go there, I have a loyalty card from […]

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What is the ROI of a fantastic customer experience?
29 July 2016
How does your company deal with an angry customer?

I recently came across the ‘Hire a Fired Guy’ technique. In a nutshell, this particular company had a funny way of satisfying irate customers. If anyone would come in to complain, they would be taken to meet a manager. After several minutes of conversation, if the customer would still not calm down, the manager would […]

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How does your company deal with an angry customer?
23 March 2016
Cheeseburger, no cheese please.
How your team reacts can make or break your company.

Henry Ford was famous for his “You can have any colour, as long as it’s black” approach to customer service. And it worked…for a while. Now, being responsive and flexible to client requests isn’t an option anymore. Businesses that won’t budge from their set ways will start seeing newer, more accommodating competitors taking clients away […]

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Cheeseburger, no cheese please.
10 February 2016
The price of happiness
Who’s got a Chief Happiness Officer?

The UAE recently made headlines for appointing a “Minister of Happiness”. Given the forward-thinking nature of the UAE, this is a pretty neat innovation. Given the largely conservative nature of the Middle East, this is unbelievably different. But they’ve obviously got reason to believe that happiness is an important measure of success. And given that […]

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The price of happiness