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Articles in Customer

6 key sales talents
Tuesday, 6 Jul, 2010 – 13:45 | No Comment

Working with over 2,000 sales teams in numerous countries, using both qualitative and quantitative interviews and assessments, Derek Gatehouse knows a thing or two about sales teams.
His book, The Perfect Salesforce, is a great summary …

A Complaint is a Gift
Monday, 28 Jun, 2010 – 13:24 | No Comment
A Complaint is a Gift

Are your service complaints getting through?
If not, it could be because your front line people are treating customer complaints not as an opportunity, but as a threat.
Research conducted by the customer service company TARP has …

What retailers can learn from latest UK consumer survey
Friday, 28 May, 2010 – 14:03 | No Comment
What retailers can learn from latest UK consumer survey

“My daughter… is a brilliant customer service assistant and was recently reprimanded for spending too much time with customers!!! Not much else to say really is there?”

That’s just one of the comments made …

The 3 key people ingredients Virgin Air looks for in creating great service experiences
Wednesday, 24 Feb, 2010 – 11:42 | No Comment
The 3 key people ingredients Virgin Air looks for in creating great service experiences

What do you need to look for when hiring people you need for customer-facing positions?
Of course, every business has its own set and segments of different customers, but we feel this article outlining Virgin America’s …

How customer experience drives shareholder value
Wednesday, 17 Feb, 2010 – 9:35 | No Comment
How customer experience drives shareholder value

‘How can offering a superior customer experience add value to my company’s bottom line?’
Asked questions like this by our clients, we thought it would be useful to demonstrate how companies can link their customer experience …

Most companies failing to satisfy customers
Friday, 12 Feb, 2010 – 17:12 | No Comment
Most companies failing to satisfy customers

Forrester’s have released the 2010 results of their customer experience index and, while some improvements have been made, most industries are still failing to satisfy customers’ basic requirements.
Rated on three simple scales (‘Meeting Needs’, ‘Being …