It’s official, in the US, younger workers aged between 18 and 31 (Millennials) have recently surpassed Gen X’s, to comprise the largest share of the workplace. How are we going to survive in business with all these young, mollycoddled, self-absorbed, lazy people taking up the bulk of
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A number of companies, such as Accenture and Adobe to name a few, have recently made the decision to ditch the annual performance review process. About time I say!! Having worked for a large multinational company, Shell, for a number of years, I was involved in the
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“Your call is being recorded for quality and training purposes.” We hear this pre-recorded message so many times when we call various companies that I’m sure we are all used to it. So why do companies record calls from customers? As I was reading recently, a recorded call
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I came across this infographic recently and it really hits home how important customer service is to any business – whether you communicate with your customers online, over the phone or face to face. Customer service does make a huge difference financially. So if the research clearly
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I believe one of the key drawbacks from getting staff to really perform is we make things way too complex. From day one, with induction of staff, we take them through our policies and procedures, then onto the job and they learn how things work with more
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I am staggered when I visit stores or run training sessions and staff (worse still managers or owners) don’t know their numbers. By numbers I mean the obvious ones such as Average sale, Items per customer, Promo conversion and Loyalty card conversion. As one CEO said to
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Every retail business wants to sell more to their customers and therefore grow their average sale. Most businesses that I work with include an Upsell process in their steps of service so staff know that it is a requirement to do this. Here is where it all
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We all know the challenges with recruiting and retaining the best staff. They are hard to find and what do we even look for? I was appalled to read a recent survey carried out by a company called engaged Marketing here in Australia, who found out that
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A question I am asked on numerous occasions is “how do you motivate these young people today?” It seems as though some mature (I don’t like using the word old!!) business owners/managers struggle with this on an ongoing basis. The question of motivation is an interesting one that
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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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