Every day millions of sales transactions happen around the world and the majority of them are still happening offline and with a connection to another human. Whether someone buys from you has little to do whether they want to purchase or not and very much to do with your marketing and sales processes. See very [...]
Kuala Lumpur April 1 2016 It’s 10am and the shops are just opening up ready for the 12 hr work day that seems to the the status quo in here. In desperate need of a coffee I head down to the local starbucks with one of my staff members ( like with every city globally [...]
If you want to deliver consistently great service and a sustainably great customer experience, your leadership focus needs to be different from what’s required to maintain production capacity in manufacturing. This is because your organization’s ability to provide service is overwhelmingly affected by how engaged—how professionally ‘‘alive’’—the employees are who come in contact with customers. Employee engagement, in turn, is propelled [...]
I’m really interested in the emotional and psychological side of customer service and customer experience. As a result, I’m always on the look out for new and interesting research findings that can inform and provide insight into customer experience strategy decisions. One piece of research that I recently came across, via PsyBlog, was published in the [...]
