Many organizations think that the only way to grow their business is to find new customers. But often, the best source for growth is sitting right in front of you: existing customers. Finding new customers aids business growth but here’s an important fact: Studies show that the probability of selling to an existing happy customer is up to 14x higher than the probability of selling to a new customer. See Figure 1. Figure 1 Hence it makes perfect sense to take […]
Apr
10
Oct
8
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The service quality factors for competitive advantage
The service quality factors are those attributes of service about which customers may have expectations and which need to be delivered at some specified level. They vary from organization to organization and also from customer to customer, so it is difficult to capture every aspect of service quality for every organization. However, the following is a good attempt that can help organizations start to define, deliver and measure service quality: access, aesthetics, attentiveness/helpfulness, availability, care, cleanliness, comfort, commitment, communication, competence, […]
Sep
17
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2 Gaps that Dissatisfy Customers
Satisfaction is the result of customers’ assessment of a service based on a comparison of their perception of service delivery with their prior expectations. (see Figure 1 below). Figure 1 If the customers’ perception of the service matches their expectations then they should be satisfied. If their perception of the service exceeds their expectations then they will be more than satisfied, even delighted. If their perception of the service does not meet their expectations then they may […]
Sep
3
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A Look at Our E-learning System
Organizations now commonly use e-Learning to deliver some or all of their training, with over 70% using Learning Management Systems to do so. Hence, our e-learning service is another way we can help you build competence in your workforce, interestingly, without the costs associated with the classroom learning. Our e-learning system is complete and comprises of a learning management system and content of over 200 quality courses covering the following areas: Sales and Marketing Human Resources and Admin Personal Development […]
Aug
16
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The negative impact of poor management
The role of the manager in the workplace is perhaps the most significant in terms of impact on organizational performance. Managers have the most direct influence on employees they line-manage. They are responsible for aligning the performance of their team and its members with overarching organizational goals. Hence an organization that has poor management personnel in place has multiple problems. The issues begin internally and begin to show themselves externally with long-lasting effects that may infect the entire organization. Indeed, […]
Aug
16
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The strengths-based approach to managing teams
The management approach of the manager contributes greatly to the level of employee engagement. And employee engagement is very important in any organization. So before exploring the strengths-based approach, it would help to refresh ourselves on what exactly employee engagement is and why it’s very important. Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the organization, and put discretionary effort into their work. Employee engagement does not mean employee happiness. Someone might […]
Jul
4
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The service wrap: wrapping for competitive advantage
There is always the effort by commercial organizations to be leaders in their industry and increase their market share. In other words, every organization always tries to win over another’s customers by offering something of greater value or by other means. Competition is normal. In fact it is good in that it drives performance and innovation in organizations and benefits the customers. While farsighted organizations plot their way through the maze of competition to a strategic advantage, organizations that ignore […]
Jun
27
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What’s your organization’s value equation?
Service is an intangible and insubstantial commodity and its value is expected to be self-evident. However, for service organizations, there is difficulty in understanding value as experienced by customers. This can be simplified with the value equation which is shown below: R – Result This is the primary need of the customer. If I want to go to Abuja from Lagos, it’s just travel from A to B. Nothing more – nothing less. P – Process We can achieve the […]
Mar
11
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Understanding the Service-Profit Chain
The natural concept of chains is that they are as strong as their links. Hence to make a chain strong, the links must be made strong. The service-profit chain is based on this concept. A theory evolved by a group of researchers from Harvard University in the nineties, it dissects the levers that translate good service into profitability. These levers are represented by links in an eight-link chain as depicted below. The service Profit Chain The service-profit chain works this […]
Mar
7
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One question you need to ask your customers
When you deliver the right service at the right price, at the right time, and to the agreed-upon specifications, it does not lead to customer loyalty. This is because you’ve only made the customer satisfied and mere satisfaction does not lead to loyalty. In fact, independent studies confirm that customers who are merely satisfied are still very likely to purchase from another source. However, that is not to say that there is no correlation between customer satisfaction and loyalty. There […]
