Meet the board you could never afford™
“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 [...]
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 [...]
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 [...]
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, [...]
Just the expression ‘serious business’ suggests that we need to have our faces set into a serious expression whilst we embrace the ‘work ethic’ and drive ourselves and our employees into the ground. What if it didn’t have to be that way? What if work was leavened with fun, indeed what if work was fun? [...]
I was at Fresh Business Thinking Live recently in Old Billingsgate in London. The event was well attended and most of the people I saw there seemed to be optimistic and positive about their future. There were five streams running and only an Agenda listing to choose from. It was not always easy to choose [...]
Many companies that claim to be “thought leaders” with a highly differentiated offering are nothing of the sort. A little scrutiny reveals that they are often “me-too” companies with a “we are one of many” and “we are no better or no worse than anyone else” message. So what is it that allows a company [...]
Derek Williams, Founder and Chief Executive of The WOW! Awards shares some thoughts on great service. Losing weight, giving up smoking, getting a better education, getting a better job. Some people only need it. Others really want it. And so it is with customer service. Some organisations really need to give better service. Their customers [...]