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James Kavanaugh once suggested that there are “those too gentle to live among the wolves”. I hope this is no longer true in today’s organizations. I believe that the “wolves” have had their day and need to make way for a new breed of manager: The Gentle Leader. Today we need those special leaders who [...]

Many businesses don’t possess the skills to develop a truly customer focused culture
In 2008 we walked away from 37% of businesses that approached us about the development of a customer experience strategy.
The reasons for turning them down included poor leadership skills, lack of commitment to both the process and their customers, the reluctance to think [...]

You can’t have one without the other
If your people are employed on the basis of skill only, they will probably be able to deliver interactions efficiently, but they will be unable to deliver great experiences. If they don’t bring their personal commitment and passion to their work, their execution will lack the most important and [...]

How many of your customers are recommending your business to their friends and family?
If price is much the same, what prompts you to choose one retailer, one tradesperson or one company over another when seeking a product or a service?
Forget the multi million-dollar advertising campaigns. It’s all about word-of-mouth.
According to statistics released by Nielson Media [...]

Growing customer loyalty is not about gimmicks. It’s much more powerful and profitable than that.
There are only two businesses to which I’m genuinely loyal – my hairdresser, and Amazon.com.
I am pretty typical of most people today. I go where I think I can get the best deal and the quickest, easiest service. Loyalty counts for [...]

Why do customers choose you over your Competitors? Do you know?
Competitive advantages are what separate you from your competition. They keep your business alive and growing. In short, they are the reason your business is successful.
The biggest marketing mistake in most companies is the failure to fully reap the benefits of there competitive advantage. Either [...]

We are not as good as we think we are as World Cup looms…
Within the next three years, millions of dollars will be poured into securing the best possible All Blacks for the Rugby World Cup, the best available coach, sports psychologist, doctor – you name it.
But will the same abundant resources be ploughed into [...]

It’s not rocket science but why does business constantly struggle to get it!
Business should have one goal – and that is to make a positive difference in the lives of customers, regardless of whether they are the end consumer or another business.
Business should not be a struggle; it should be easy and enjoyable – if [...]

More unhappy customers in tough times. Where is the service?
I refuse to believe that times are tough out there when I’m receiving a greater number of customers’ complaints about businesses than I was when supposedly times were pretty good.
I have spent the last few days travelling around both Islands. You would have thought if times [...]