August 25, 2020
Poor employee engagement is a struggle for
most brands, with nearly 66% of all employees feeling disengaged. This has costly implications
Unengaged employees often lead to high turnover rates, which can severely affect your bottom line. You may be paying more money than you’d like to find new recruits and train them up. It’s also likely that your unengaged employees are not performing to the best of their ability.
Continue reading “Successful Employee Engagement Strategies”
August 18, 2020
In 2020, the importance of customer experience
cannot be overstated. In a saturated market, this is what sets one brand apart
from the next and captures long-term customer loyalty. Customer service is
essential to the brand loyalty of over 96% of consumers. In other words – almost everyone expects excellent customer
experience. This is true for the service sector eg hotels, airlines,
professional services etc and for businesses selling products eg automotive,
technology products, telephony, white goods etc.
The customer experience has a direct impact on the bottom line of your business. Customers are generally willing to pay a higher price for a better experience. The opposite is true for negative service and one-third of customers would consider switching to a different company based on just one negative customer service encounter. In today’s digital marketplace, this means you are just one click away from losing customers, sales and profit.
Continue reading “5 Ideas for Improving Customer Experience”
August 10, 2020
are continuously shifting from products to services. This means that customers
have started valuing the experience a brand presents them with. The customer
experience includes everything from initial engagement, to building awareness, the
sales journey, service delivery, and any follow-up or ongoing engagement with
Creating a culture
in which service excellence can be achieved in a sustained way can provide a
competitive edge for businesses in a saturated market. To deliver dependable,
consistent value, service excellence needs to be one of the driving forces at
the heart of the organization. It cannot be achieved by tweaking one aspect
of the customer experience.
Continue reading “How to Create a Culture of Service Excellence”