This is the fourth in a series of six articles that looks at different aspects of excellent customer service and how it leads to increased overall profitability. The full series will be available for download as a white paper once it is completed. In our last article, we discussed 4 Steps to GIVE Exceptional Customer Service. Now we want to go over some of the key reasons why it is so important that customer service should be exceptional — to exceed expectations. If customers are receiving exceptional customer service, they would naturally have a tendency to return to the same store again to fulfill future needs. Although the customer may only spend a small amount in any given transaction, their loyalty is potentially worth thousands of dollars in profits to the company — which helps secure future employment for the team. Therefore, exceeding customer’s expectations is in the best interest… Read more »
Leadership That Stimulates Change
LEADERSHIP THAT STIMULATES CHANGE focuses on the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.
Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.
As a senior executive with over 30 years experience, he works with senior leaders to navigate change and influence and inspire higher performing, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.
Change is an inevitable process that every organization must face and successfully manage if they want to remain competitive and grow. Since most people are naturally resistant to change of any kind, it is a leader’s ability to effectively frame change will make a significant difference in how it is viewed and embraced by your team and is often the difference between success and failure when it comes to adoption. Emotional triggers that will make change stick Many organizations implement change — but the key is to introduce it in a way that will make it stick. Naturally, leaders will deal with internal resistance — this is normal. If you want your team to accept change and make it stick, you need to frame it in a way that will tap into people’s emotions. This is why leaders have to make the concept of change real for people — it… Read more »
Check out this video that provides a glimpse of how Bill can help your organization. Senior leaders hire Bill to stimulate change – to create passion and productivity with people and measurably improve bottom line results. Click to watch video on YouTube. Bill provides world class executive consulting, dynamic keynote presentations, transformative workshops and high stakes facilitation. Bill is a Professional member of the Canadian Association of Professional Speakers (CAPS) and the Global Speakers Federation (GSF). Click here to find out how Bill can get your team Fired Up & Focused and help you push beyond the norm and achieve desired outcomes. For more information about having Bill speak about this topic at your next event, visit Kickass Keynotes
This is the first in our leadership consulting series of articles that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed. Change is not easy, but it is necessary if leaders want to achieve their strategic goals and objectives. It is inevitably much easier to maintain the status quo, rather than make the tough decisions needed to sustain growth over time. People are inherently resistant to change, even positive changes that are beneficial to team members and the organization as a whole. One of the most difficult components of change, and an area that many people have difficulty understanding is that change is necessary. Understanding the need for change is the first key component to making transformative organizational change. 4 Questions to Ask When Assessing the Need for Change There are 4 core questions that… Read more »
Your sales and customer service team are the primary customer contact for every business. What does their attitude say about your company? If some of your team are not communicating the message you want, here are 10 questions to ask yourself to ensure they stay positive, focused on message and deliver an exceptional customer service experience.