Academy for Chief Executives Blog Rotating Header Image

Posts from ‘February, 2012’

Top tips – Understanding your most important customers

“Whilst telephone research, website surveys, questionnaires etc all have their place this is not good enough for key accounts – in the same way that members of staff get an annual appraisal, key accounts should get an annual face to face appraisal carried out by a senior executive.” says Phil Jesson of Key Account Specialists [...]

‘Consistent and Persistent’ Drives Great Customer Service

Solutions4Cleaning won the Excellence in Customer Service Award at the British Chambers of Commerce business awards in 2011. The system that they operate, which helped them to win, is simple in its approach. It can be expressed as monitor, measure and manage. The magic is in the way in which it is applied consistently and [...]

Customer loyalty obviously isn’t important to some… Derek Williams (WOW awards)

Derek Williams, founder of The WOW! Awards for Outstanding Customer Service We all know of organisations that don’t care about customer loyalty from their customers.  There are little signals:- The hotel restaurant that cannot serve breakfast to customers arriving at 9.05 am.  “We stop doing breakfasts at 9!” The supermarket where employees are more interested [...]

Systematically Delighting Your Customers

Academy Team for The Bottom Line Solutions 4 Cleaning won the British Chambers of Commerce business award for Excellence in Customer Service in 2011 against considerable opposition which included Marriott Hotels and BT. Kevin Kerley, who has since exited the business but remains in close contact with them, explained to me that for a small, [...]

Are you a Whinger or a Winner? by Roger Harrop

There is no question – the prospects for the economies of the UK and the rest of Europe are not good BUT there are many sectors that have thrived and continue to thrive throughout the last 3 years. You may have seen my, not exhaustive, list of 31 of these sectors and companies that I [...]