Blog Archives

Acceptable is NOT Acceptable!

How would you like to have your business described as acceptable – is there anything worse? It’s so worryingly neutral. It’s a feeling that does not excite or is ever likely to retain a customer let alone make them an advocate for your business

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Posted in Company Culture, Engagement, Customer Experience, Brand Values, Brand Expectations

Do YOUR people know what GOOD looks like

You may have told them but depending on the how and the when, you told them, they still may not know what your expectations of them or the business are. As we know from life itself – GOOD to one

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Posted in Appraisals, Brand Expectations, Company Culture, Engagement, Key Performance Indicator, People performance

If experience doesn’t meet expectation YOU lose

I’m concerned that I’ve morphed into Victor Meldrew and I don’t believe it! Over the last 2 months my normally happy experience in some of my local businesses was not so happy – my experience did not match my expectation. Expectations

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Posted in Brand Expectations, Brand Values, Customer Experience, Engagement, Retail Service, Sales Training