Dwight Eisenhower was the one who said, “What is important is seldom urgent and what is urgent is seldom important.”
Jan
10
Nov
30
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What Are Your Organization’s Moments Of Truth?
Few years ago, I needed to enroll my child in a primary school and was checking some schools. I got to one particular school, after talking with their representative and she showed me around the school, everything seemed fine. I decided to enroll my child in the school.
Oct
12
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Nipping customers’ journey to disloyalty in the bud
No organization wants to lose customers. Hence organizations always strive to prevent customer disloyalty. However, to succeed in doing so, it’s essential to first understand how customers become disloyal.
Sep
29
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The Importance of Service Processes
Early this year, I ordered an item from an online shop with a promise of next-day delivery. The following day, I got the item. Impressed by their service, I ordered another item in February, but it came after 4 days, with profound apologies. Last month, with reluctance, I ordered another item from the same shop. After 3 days, I was told the item was out of stock. Disappointed, but at least I got my money back. However, I’ll not buy […]
Sep
22
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Understanding value from the customer’s perspective
No matter what product or service you provide, it is the customer who defines value. Hence, to succeed, it’s essential to see value from the customer’s perspective. If not, you will not understand the actual needs of the customer.
Jul
21
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The Cost of Poor Service
Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away. In other words, poor service will cost your organization money. Lots of money. You incur this cost in two ways . . . Your customers won’t come back Your customers won’t recommend you to anyone So where is all the lost money going? 1. Direct loss of sales Have you ever tried to buy something from an organization, and their service became so poor […]
Feb
24
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Making Customers Satisfied is Out of Date
When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they assume that it is sufficient to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty show that this assumption is deeply flawed. Xerox, for several years in the past, polled 480,000 customers per year regarding product and service satisfaction using a five-point scale […]
Jun
4
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The 2 Things Customers Really Want
First is to be treated well. Second is to get the expected result. To help explain these two things, the following scenario will help: Yetunde wants to withdraw money over the counter from her bank account. We might consider the service to have the following stages, in order: Arrival at the bank Reception at the revolving security door Waiting to withdraw Interaction with the cashier while withdrawing Cash collected Departure She had gone to the bank and withdrawn money. Here […]
Jun
4
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How to evaluate the business impact of training programs
Training is aimed at improving individual and group performances and in turn influencing the overall performance of your business. Hence it is important to evaluate the impact of training programs and ensure that your employees can demonstrate a positive impact of the training through improved productivity. Some of the ways of doing this evaluation are post-training quizzes, one-to-one discussions, employee surveys, participant case studies, and official certification exams. However, there is a proven methodology – The Kirkpatrick Evaluation Model. Pioneered by […]
May
14
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When do team leaders lose their leadership?
Team leadership means providing guidance, instruction, direction and leadership to a group of individuals (the team) for the purpose of completing tasks successfully. The leadership component (highlighted) is what galvanizes other functions and helps to positively influence team members to want to follow. Hence when a team lead, supervisor, head of unit, or manager ‘work’ without the leadership component, people find it very difficult to follow them. And some of the consequences are loss of motivation to work, low productivity, mismanagement of […]
