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Category Archives for Business Values

Are you risking the success of your business by sidestepping customer care…

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You might not think you need to invest in the care of your customers, you might think that they are fine as they are, that you are fine as you are, and your business is successful enough… But just think how much more successful you could be if you took your customer loyalty seriously and invested […]

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You were probably guilty of ‘overconfidence’ in the last business decision you made?

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We are all guilty of overconfidence.  We naturally assume that we know more than we actually do and jump to conclusions, thinking we can accurately predict the future. Preparing to be wrong is just admitting that we cannot predict the future. A recent study showed that when doctors expressed complete certainty that a diagnosis was correct, they […]

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Here’s how to create magical moments of truth for your customers

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Taking customers for granted is a recipe for lost profits and ultimately business failure… BUT… Get your people involved in delivering the ‘moments of truth’ for your business and they will help you create magical moments and loyal customers. Here is your 5 step ‘moments of truth’ planning process to help you do just that: 1) Post it note […]

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Use the 10/10/10 question process to make better decisions in your business…

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Your emotions have an impact on the business decisions you make. This is not a bad thing, but the key is to be able to identify and control your emotions. Most of the time you will not even realise that they are there. But they are, ready to derail you from the right decision path. You cannot turn your […]

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Avoid lost profits in your business and encourage a culture of customer care…

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Customers will only receive the level of care they expect if every member of your team understands that the needs of the customer should always be the top priority. Encouraging a culture of this kind can be a difficult task. It is suggested that upwards of 70% of change programmes within business fail. This is because the front-line […]

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How to avoid the pitfalls of your natural decision-making process in your business.

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Good decision making in any business means avoiding the pitfalls of bad decision making. You might have been lucky in the past and made the right decisions without following a proven process. However, should you leave the future success of your business to luck? Without even realising it, your natural decision-making process has 4 natural flaws… Two of these […]

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Time to make customer care pay off for your business, just like it did for Pret a Manger

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What happens to your business results when your customers think you do a magical job of taking care of them? You win… What happens to your business when your customers think you do a miserable job of looking after them? You lose… Clearly customer care deserves your attention Does customer care really come with a financial pay off to your […]

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How to identify and drive out flawed decision making in your business

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Life would be a lot easier if we just knew how to make good decisions but research shows we all make a lot of bad ones. Improved success in your business requires a better decision-making process. The chances are your natural decision-making process is not something you have given to much thought to… But, the chances are you […]

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Impress or depress a customer – what’s your approach to customer care?

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Do you know your customer ‘moments of truth’ like Scandinavian Airlines do? As a business leader you already know customer care is a crucial element of business success. Every contact your customers have with your business is an opportunity for you to improve your reputation with them and increase the likelihood of repeat business and further sales. From […]

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Identify the 15 magic seconds in your customer’s experience and you can keep them coming back for more…

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When Jan Carlzon took over at Scandinavian Airlines (SAS) in 1981 the airline was losing money and in danger of collapse. In just over a year he transformed the fortunes of the business, taking earnings up £60 million, this all against the tide of a general decline in the profits of international airlines. So how did he […]

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Bad business decisions are just so easy to make…

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As a business leader, you make decisions every day, some are easy…What time shall I organise that meeting?Shall I work through my lunch?Shall I visit that customer tomorrow?Some are difficult…Shall I recruit that person?Shall I invest in that company?Shall I take on additional customers?Your job as a business leader is to make the right decision […]

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Time to put your customers first – your business is at risk if you don’t…

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Your customers… they are the reason you have a business. Wouldn’t it be great if they could help you grow your business, have greater sales and increase your profits without you having to spend any money on sales and marketing? Well they can… Customer care should be a top priority for any business. Is it a top priority for […]

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