This is a theme I’ve explored a few times in the past: the NPS results for sports teams. Despite an imperious performance by the Shannonsiders in last weekend’s All-Ireland Hurling Final, Limerick’s Net Promoter score is only +7. The Greatest Final in Modern Times? On Sunday, we witnessed one of the greatest hurling matches of […]
‘Hunting elephants’ is a term used by sales people to describe the targeting of very large clients. Elephant hunting is difficult to do, but very profitable if you’re successful. The message from this blog? Forget elephants; hunt whales instead. Whale Hunting with Global Accounts It’s not often that I write book reviews but if […]
Customer centricity is all about doing the right thing for the customer. Doing the right thing also means doing things right. That means service needs to be excellent. All of the time. Sounds expensive? Actually, it’s not. The main message in my last blog about the Service Recovery Paradox was that quality is free so […]
55 | 55 | 5.9 | 81 Every year we follow our own advice. We ask ourselves and our clients: “How did we do?” Just like our own clients, we never quite know what to expect until all the numbers are in and until we have read all the verbatim comments. It’s always nerve-wracking waiting […]
This blog is about a well-known business concept called the Service Recovery Paradox (SRP). What’s SRP? It’s a pretty simple theory. A good recovery following a service failure can turn angry, frustrated customers into loyal ones. Service managers have known about this paradox for years. The concept was first discussed in a popular Harvard Business […]