Monthly archive for March 2015

When Your Service is Phenomenal, Price is Less of an Issue

When Your Service is Phenomenal, Price is Less of an Issue

A figure I have shared before is this – 85% of customers are willing to pay up to 25% more for a superior customer service experience (RightNow research). You have to be competitive on price but excellent service does make a difference along with a great product

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You Want Your Team to Perform? – Then Hold them Accountable

You Want Your Team to Perform? – Then Hold them Accountable

When I receive poor customer service I always think, why is this happening? Quite often it’s not the team member’s fault who is serving me – sounds strange, but unless they are the manager it’s not that actual staff members fault. People perform where they are allowed

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Apples’ 5 Simple Customer Service Secrets Revealed

Apples’ 5 Simple Customer Service Secrets Revealed

Recent research from US Company RightNow, found that 66% of customers cited customer service as the biggest driver for encouraging greater spending. This would have to be the case with Apple. In this short video clip, Carmine Gallo from Forbes reveals the 5 Customer Service steps that

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85% of Your Staff Want to Leave You!

85% of Your Staff Want to Leave You!

I came across this staggering statistic in a recent article I read. 85%, can’t be, don’t they mean the opposite – 85% want to stay with their current employer? But no, I was reading it right. Included in this figure are employees actively looking for a new

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7 Valuable Customer Service Lessons from Richard Branson

7 Valuable Customer Service Lessons from Richard Branson

Richard Branson has been incredibly successful in starting up and growing businesses all around the world. He puts a huge emphasis on employing the right people and training them well. I love his saying he uses “Train people so they can leave, treat them well so they

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Roger Simpson and the team at The Retail Solution have provided nearly 2 decades of unparalleled expertise in retail consulting for Australian businesses.
 
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