Last week, I introduced ways in which you can manage customer expectations.
McKinsey in their review of banks performance focus clearly on the moment of truth or the customer experience in assessing whether banks have increased performance.
So how you manage the expectations and experiences of your customers really does influence their purchase behaviour.
Let me go further, by introducing you to a little background.… Read more
Last week I wrote about happy customers and managing expectations.
Today, I’d like to take that a little further, by looking at ways we can use expectations to benefit our business.
Last week all I suggested was; “under promise and over deliver, but not by too much“. OK, not too insightful, although often this first most basic step is ignored. … Read more
As a General manager you should aim to have a happy customers.
There are times, though, when customers become unhappy, even though you believe they have no right to be. And remain less than happy, no matter what you do.
Today, I’d like to offer some advice, an explanation, and a general strategy.
The advice is- get used to it.
While you can create a great environment for customers, you can’t make some unhappy customers happy.… Read more
There is a whole literature about success being born from failure.
And, yes, in essence I agree with this big idea; that only through testing yourself and accepting that your testing could produce failures, can you create a successful business, strategy, approach, career etc.
As a new General Manager, you’ll be counselled by your HR team to be tolerant of failure, to support failure, to even encourage failure as a means to speed success.… Read more