“Every process is an opportunity for performance improvement.”  – Michael Hammer  Over the past ten blogs, we have explored how processes...

“Listening to customers must become everyone’s business. You’re either serving the customer or serving someone who is.”  – Ken Blanchard ...

“Consistency is what transforms average into excellence.”  – Tony Robbins  Businesses engaging with customers across multiple...

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angel  ...

Customers expect more than generic service—they want personalised experiences that make them feel valued. Personalisation, when embedded...

“Feedback is the breakfast of champions.”  – Ken Blanchard  Customer feedback is a critical resource for any business aiming to improve...

“Speed is the currency of the modern world.”    In general, customers expect speedy, and even instant responses. Businesses must...

“Your most unhappy customers are your greatest source of learning.”  – Bill Gates  Customer complaints are an inevitable part of...

“You never get a second chance to make a first impression.”  – Will Rogers  A seamless onboarding process sets the tone for long-term...

“The customer’s perception is your reality.”  — Kate Zabriskie  Mapping the customer journey is essential for understanding how customers...

"Great customer service doesn't happen by accident. It happens by design."  – Clare Muscutt   Customer service is important. ...