Every process in your organization has a customer, and without a customer a process has no purpose. In their book, Managing Quality in Tourism, by Tony Lenehan and Denis Harrington, the authors talk about how the change and uncertainty of recent years has intensified the difficulties inherent in managing customer expectations. Across all industries customers
The Customer is King
In an increasing competitive business environment one of the big issues facing business owners and managers is how to embed an effective customer care culture within their operations.
Customer Care Challenges
- Create staff awareness
- Monitor the customer journey
- Identify the points of truth
- Get focused customer feedback…
- Respond and react effectively to that feedback
Aspire to excel
Using our unique ASPIRE programme we can help you develop a Customer Care Plan to transform your business and, using the Net Promoter Score (NPS), we set up a constant customer monitoring and review process leading to business improvement and better bottom line.
The Age of the Customer
The age of the customer is here – it is a clear marketplace shift and all the indications are that it will be here for the foreseeable future- we can help you evolve and deal with the new realities of The Age of the Customer.
In many businesses the Standard Operating Procedures Manual sits on the top shelf of the office – like a trophy – proudly displayed, but rarely disturbed. The conventional joke is “the bigger the Manual, the more difficult it is to take it down from the top shelf”. These Manuals are normally written by the most
A case study of productivity improvement within the hospitality industry Introduction A recent report indicated that in Ireland we need to improve national productivity in order to boost our economy, attract more tourists and continue to attract inward investment. This is particularly true in the hospitality sector where European tourism is set to grow over
We recently completed a project for a family company who had developed a large pub, restaurant and retail shop business over many years.
The founding couple had decided to retire and hand the business over to the next generation, their son and his wife, who had not previously worked in the operation but had a good business background.
They spent three months working with his parents to become familiar with the business and then took over completely on their …