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.

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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.

ARTICLES

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Articles
Frank Down

Putting People First

  It strikes me that a large number of hospitality professionals spend a lot of money developing very advanced websites, where rates and special offers are clearly promoted and all the facilities are wonderfully galleried and gloried. This allows the site visitor to get a flavour of the services and facilities available and an indicative

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Articles
Frank Down

Putting the Customer into your strategy

Customer service has become the core of everything we do – it’s not even a customer service strategy, it’s our business strategy” Ashok Vaswani – Barclays   It’s that time of year when organisations start completing the budget and strategy plans for the year ahead. Many of these plans will have exhaustive detail on market

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Articles
Frank Down

The Age of the Customer

In his book, The Age of the Customer: Prepare for the Moment of Relevance, Jim Blasingame outlines how we are in an epochal marketplace shift that’s causing the 10,000-year-old Age of the Seller to be replaced by the Age of the Customer. It is very clear that this seismic shift has been accelerated by the

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Testimonials

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Case Study

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 …