If businesses are judged by the amount of money created, then the metric is revenue. If they are judged based on the ability to make a positive change in people’s lives, then the metric is the purpose of the business.
If a company is producing and delivering average products and services, probably they are mediocre. Recently, I had a terrible experience with an airline that I will fully address in a future post. Their problem is that they want to be seen as a market leader or a big player, but they are far below […]
Customer experience is employee experience. If employee experience is poor, customer experience is terrible. Most businesses pay less attention to their employees and focus on the fulfilment of their customers. Most companies invest hugely in upgrading their CRMs and IT systems to improve the customer experience. They give so much attention to the IT element […]
A great customer service becomes greater when the customers are no longer viewed and treated as paying customers. It all starts with eliminating the idea of “Paying customers” from the minds of the customer service agents and officers. The responsibility hinges on the leaders’ shoulders to advocate the right leadership approach in the whole organization. […]
The concept of customers are always right is one of the most misleading mottos ever used in business. Customers are human beings and human beings can be right, wrong, dishonest, unrealistic and so on.