How Weak Leadership Impacts Customer Loyalty
Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is...6 Ways for Leaders to Create Organizational Change
Helping leaders navigate organizational change is one of my favourite activities as a leadership consultant. There is no doubt that forward thinking organizations understand that change will always be part of doing business, especially as new technologies and ways to...Moments of Truth: Critical Moments that Allow for Transformation
This is the fourth article 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. In our last article, we discussed How to...3 Simple Steps To Help You Win The Customer Service Race
Excellent customer service is a hot commodity in today’s challenging economic environment. Your customer relations are truly your only sustainable competitive advantage for growth and profitability. The brutal fact, however, is that 75 percent of your customers would gladly do business with your competition! Regardless of how low your prices are or how much your service is needed, customers will shop elsewhere — even pay more money — to be treated well.