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Archive for August, 2012

Good customer experiences that come from involvement

Wednesday, August 22nd, 2012

This seems to be the time of year when, on the one hand, summer is still here in the UK but thoughts are changing to the next season.

Two activities of mine, both concerning retailers, again illustrated how good customer service can help a business develop and grow. The first was whilst I was looking at fresh fish in Waitrose. The assistant came over to offer help and  made various suggestions in answer to my queries. The second was when looking at a jet washer at B&Q and again an assistant came over to see if he could help. He also made constructive suggestions as to which would be the most appropriate for my needs. In both cases I had a good customer experience and in both cases these assistants were young and enthusiastic about their work.

As I deal with companies and organisations that want to go through change in some form, some of the best ideas come from the people who are involved in the day to day activities of the business and it’s the same people who probably deal with the customers on a daily basis. They want to feel part of the transition and that can translate into good customer service and feedback. And that helps the business grow.

Marj

Reality check or just negative

Wednesday, August 15th, 2012

Part of the Olympics in the UK is over, as the Paras are still to come and hopefully we will find another bout of enthusiasm for those too. So by mid September everybody will be back to ‘normal’. Does this mean that we all become very negative again, or is it a reality check? I had a meeting with a senior board member the other day who spent most of his time talking about how bad our economy is and how he does not see any change for a number of years. I agree with a reality check and acknowledge that business life is tough at the moment, but there are a number of companies doing very well at present and they live in the same world as us. So what are they doing that we can use in our businesses? I intend to investigate!

Sport and business; the same words, the same actions.

Monday, August 6th, 2012

Most people are talking about the Olympics at the moment. I’ve noticed that there are some common words coming out of all these conversations which resonate with me. Focus; Team and Support. These are words that we constantly use when talking to companies and organisations about growth and transformation. Nothing happens in isolation and to transform and grow, there needs to be a focus on the vision and the steps to take to achieve that vision. It cannot happen without a team, some of which will know more that the founder, and support from that internal team, together with support from external partners will go a long way to achieving the desired goal.

In business as in sport, the drive and the ambition cannot be translated into success without those words, and the action they require.

Marj



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