Tag Archive: Management Tools

Customer Experience: Your Brexit Resilience Strategy

My POSITIVE Customer Experience Newsletter for September coincides with the Autumn Trade Fairs season: whatever your industry it’s a time to check in with the market, with your collaborators and competitors and with your business strategy and plan for the foreseeable future.

It’s time to move on from the holiday season and commit to the actions you will take to build Brexit resilience.

The newsletter contains 10 Top Tips to help you navigate the next few uncertain months and come out stronger.

Triple Your Customers’ Joy! Part Two: The final piece of the ‘Value Jigsaw’.

The visitors have left the building! What happens next?

In Part One of this guest blog post series we looked at ways to build anticipation for your customers to maximise the value you give even before you meet them in person.

Today I want you to think about what happens after your visitors have gone back home. How can you keep your relationship going and entice them to return again?

What Andy Murray’s Wimbledon Victory Tells Us About Coaching

What a glorious contrast to recent weeks of doom and gloom was Andy Murray’s second Wimbledon triumph!

Perhaps the most fascinating aspect of Murray’s victory was his relationship with his enigmatic coach, eight-times Grand Slam title winner Ivan Lendl. Without Lendl in his corner, Murray’s dedication and hard work have made him the second-best tennis player in the world, and arguably the best Britain has produced; reunited with Lendl, his tennis reached a new level in the 2016 Wimbledon Final.

The Future of the Experience Economy: Managing Risk in Risky Times

In a world where the unthinkable and the impossible are rapidly becoming the reality, the challenges for organisations and businesses are also the opportunities. The key is to understand the trends, stay focused on vision, mission and key success drivers, and to implement flexible strategies based on what will happen, what could happen, and above all, on what you want to happen.

This is the third and last of my short series of posts, distilling insights from the conference I attended on On Wednesday 15th June : The Future of the Experience Economy, organised by Eventbrite.

Customer Experience: What We Need Now is People Being Nice to One Another

Well it’s been quite a few days here in the UK: there are more questions than answers, and uncertainty – that enemy of business confidence and growth – seems set to be with us for at least the next few months, if not years.

So what should business do for the best?

I had two experiences last week that showed, simply yet dramatically, where business’ focus should be over the foreseeable future: on engaging and empowering people to deliver memorable Customer Experiences.

Customer Experience: So, What Is It That You Do, Exactly?

I’m often asked to explain what exactly it is that I do.

The short answer is: I help Retail, Tourism and Hospitality organisations increase sales, productivity and profitability through creating POSITIVE Customer Experiences, Communication and Leadership.

The next question is, what’s “Customer Experience” – how does it differ from “Customer Service?”

Employers: Make Hay While the Sun Shines

While the news that UK unemployment rose last month – whilst wage growth remains below expectations – tends to reinforce the view that there may be tough times just around the corner for the economy, I’d suggest that this is the very moment that smart employers should be looking to invest in their people.

Why?

Because, when the economy turns down, and investment in capital projects is likely to be deferred, the people who deliver your Customer Experience are the one asset you can’t afford to put on the backburner.

Overcoming “Project Fear” with Hope and STARS

My previous post lamented the launch of “Project Fear 2.0” (or is it 3.0?) by the British Retail Consortium (BRC): my simple message is that the Retail sector today contains myriad wasted opportunities and latent profit potential – it just needs to learn how to grab those opportunities and fulfil that potential!

So, what is the “right way” to bring hope to the Retail sector?

Your Customer Experience: a New Angle

It was Henry Ford who said: “If there is any one secret of success, it lies in the ability to get to the other person’s point of view and see things from that person’s angle as well as from your own.”

This seems to me to be an insight that is profoundly true, and yet far too often ignored in life, as well as in business. My newsletter (the POSITIVE Customer Experience Briefing) this month reflects on the implications of seeing (or not seeing) your organisation as your Customer will see it…

Consistency – the Brand Manager’s Mantra

To achieve consistently excellent coffee, you source the best beans, the best milk, the best equipment; you work out a process for creating the required drink and you train your Team to follow that process. All of this can be systematised. Even checking that everything is being done to specification, is part of the system. That is how McDonald’s, starbucks and their ilk got so big – they created a product the market wanted, and designed a system to produce it, perfectly, every time.

But – can you systematise the interaction between the server/barista and the Customer? Well – yes and no: the coffee company in my example certainly thinks you can. But how do you systematise the spontaneous reaction to an off-the-wall request by a harassed Customer who just wants change? Or water for their dog? Or directions to the local tourist attraction?