Category: Customer Experience

7 Steps to a Customer-First Culture

When your business has a true customer-first culture – versus one that is spoken about, but not ‘lived’ – every team member is focused on giving every customer a great experience – building trust and loyalty, and creating happy customers who not only stay with you, but also refer others.

Read More »

Sprinkle some Pixie Dust -it’s magic!

I don’t know about you but I love posts you see on social media about businesses going the extra mile for their customers. Delighting the Customer, going the extra mile, or as I heard it referred to as, Sprinkling the Pixie Dust, costs businesses very little but the repercussions, the return

Read More »

How to Map your Customer Journey

An effective Customer Journey Map gives you a clear and detailed picture of how your customer uses your product or services, and how customers and potential customers go through the buying process. It gives you and your team an overview of your customers’ experience and shows how they move through your sales funnel,

Read More »

The road to Customer Heaven

Like many business owners, I used to make the mistake of thinking that what was crystal clear and obvious to me would be crystal clear to my ideal client. That they would take the time to jump through my hoops, understand my jargon or click more than once, to find

Read More »

Are you creating jobsworths in your business?

I read an article the other day that got me a bit hot under the collar. In a nutshell it said that anyone following a process or a system was a ‘jobsworth’. The article had different animals depicting the different types of people who followed a system and their reasons

Read More »

Why complaints are Gold Dust

‘Your most unhappy customers are your greatest source of learning.’ Bill Gates Have you ever wanted to complain online to a company only to find that complaints are not one of the fifteen options for selection. I tend to select customer query and then head the comments box with complaint.

Read More »

Self-esteem makes a winning team

There’s a quote from Richard Branson that’s been doing the rounds on Social Media for the last few months, it says: “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” I’ve even seen it printed out and

Read More »

Invest time to gain time

I was in my local supermarket the other day and large queues were forming at the tills. A manager was patrolling and had called on a couple of people to help out, but the queues remained, and it seemed there was no one else to call on…bet you can’t guess what

Read More »

Cake before the icing

Fresh from a long weekend in a very sunny village by the sea, I’m wondering…how’s it going with the pixie dust? Have you been putting your heart into your customer experience for the last two weeks? Of course, ‘adding the magic’ as someone like Disney might put it, is no

Read More »

Sprinkle a little Pixie Dust

A couple of weeks ago, I shared with you a story about appalling customer service from Mini, and the damage abdicating your accountability for outsourced suppliers, can do to your brand.  So this week I thought I’d balance that dismal tale out with a couple of great stories I heard recently. Two

Read More »

Are you hitting home with your pitch?

Continuing the theme from last week’s blog…it was McDonald’s UK’s 40th birthday last month.  40th? …really?! Don’t know about you, but it made me feel old! Anyway…as a (rather talented, if I say so myself) ex burger flipper, I thought I’d mark the occasion by revisiting one of my favourite

Read More »

Sign up for our regular insights email below

Author

Marianne Page

‘Marianne is the author of four books and is currently working on her fifth whilst regularly writing her blog, we hope you enjoy it :)

Archives

Have Any Questions?

If you are looking for more information about our services, would like to give your feedback, or simply like to make contact I’d love to hear from you…