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NPS isn’t really about recommendation

November 21, 2015

NPS isn’t really about recommendation. The question asks whether the respondent is prepared to make a recommendation, but has a deeper psychological purpose

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A Shedload of Trouble – Tigersheds Revisited

August 12, 2015

It has been three months since my last blog relating to Tigersheds and a lot has happened in the interim. Although my issue has been resolved, it would appear that other people are having similar problems to me. Within a couple of days of my first blog post, I received a phone call from a man at Tigersheds who said that they would like to discuss the issue with me.

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The customer is always right, but…

July 1, 2015

The customer is king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better than Sam Walton, who said: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down,

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Doing the Opposite, Part 3: Deliberately Making Mistakes…

October 19, 2014

The next two parts of the ‘Doing the Opposite’ series focus on the subjects of ‘deliberately making mistakes’ and ‘unlimited staff holidays’, the second of which we will come onto in the next blog. Both are quite controversial and require an element of ‘tongue in cheek’, however they do have some interesting principles that could be of genuine interest to contemporary business. Now just to get things straight – I’m not

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Should we be actively asking for complaints?

April 12, 2012

This is a tough mindset shift for some businesses, however this is the same message I deliver to many of my clients when developing Customer Experience and/ or Complaints Management programmes for them.

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