How reducing customer churn can improve profit… Customer churn occurs when customers or subscribers stop doing business with a company or service It is normally described as the percentage of your total customers who have left you. So, reducing your customer churn can help your improve your profit by addressing two elements: Costs – the […]
VIEW POSTWhat can we do to make work a place people want to be? Too often we look at work as a place we go to, and where we can be found from Monday to Friday for eight to nine hours a day. This perspective, although true for the workplace in times gone by, is no […]
VIEW POSTImproving team performance comes from both within and without If you are running a team or project team, especially when you have new team or one where there has been a change in team membership, you need to bring them up to speed as quickly as possible. Underpinning is this how you can capture, use […]
VIEW POSTHow to reduce the risks and costs of changes in your teams High staff turnover is a major cost and drain on an organisation. Apart from the costs associated with recruiting and replacing an individual, a major cost (which is often under-estimated) is the loss of knowledge, expertise, insights and relationships. This becomes a real […]
VIEW POSTIn times of challenges and uncertainty, supervisors might be experiencing an increase in the number of difficult conversations with their staff. These could include delivering bad news about an employee’s job, informing staff about work restructuring, or discussing other complicated and stressful work situations. Preparing for the conversation Before going into the conversation, ask yourself […]
VIEW POSTHow to make it easy for prospects and customers to buy….. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touch-points you […]
VIEW POSTAnd it’s not necessarily those who spend the most…. The squeaky wheel is the one that gets the oil. We all know that. And the customers that complain are the ones we listen to, and with good cause. But when we do so we often forget to pay sufficient attention to our other customers. Because […]
VIEW POST3 reasons why the customer is not always right One of the oldest adages for customer experience and customer service is “The customer is always right!”. Sorry, I don’t hold with that. Why? People assume that it is better to keep a customer rather than alienate a customer. But often this is not the best […]
VIEW POSTWhy what got you here won’t get you there! Are any of these scenarios familiar to you? You’ve been recently promoted. You’re in the same job you were in a year ago, but the scope is a lot bigger today than it was then. You’re working in an organization where the performance bar has been […]
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