At Bill Hogg & Associates, we work with clients to motivate employees, refresh their culture and augment their in-person and online training activities to raise the level of commitment by employees to delivering an experience that exceeds expectations. We are never satisfied until you are delighted.

"Bill is an exceptional person who has the knack of inspiring and motivating those he works with."

Bill is comfortable working with all levels of organizations, from boards and executives to operations teams and employees. His sessions are thought provoking and full of practical ideas. This creates an atmosphere that results in the generation of new ideas, the questioning of long held assumptions -- and ultimately drives behaviour change.

Download Bill's backgrounder.

"Bill's presentation changed the way that I think about my customers and the way that we approach customer service. It has helped my business tremendously!"

If you aren’t taking care of your customers, someone else will.

It is not enough to simply say that focusing on your customers is important to your organization. Here are 8 questions for consideration to determine whether your business is truly customer-focused.

1. Is Customer-Focus clearly enshrined in your organization's vision, mission, structure and culture?
2. Have you clearly defined what products or services your customers value most?
3. Are you proactively listening to both your customers and your employees?
4. Have you defined and published your service expectations both internally and externally?
5. Do you measure your performance against customer expectations?
6. Is the experience consistent and measured across all customer touch points?
7. Are employees knowledgeable about your brand promise and empowered to use their judgement to take quick action to make things right for the customer?
8. Are there processes in place to acknowledge and recognize outstanding performance?

How many are you doing well? Making customer service central to your brand identity is not a one-time or simple task but a strategic decision. Ensuring your company is truly customer-focused is not easy – but one that reaps bountiful rewards.

For a more comprehensive evaluation that will help you understand where your company needs to work and where your strengths lie, take our CAT Scan (Customer-focused Audit Tool).