Articles with Case Studies & Examples

The Honeymoon Should Never Be Over

Romancing your prospects and customers is a good strategy - but it should never end once the contract is signed and you are wedded together. Long term marriages require a lot of hard work.

Top Tips for Creating Customer Experiences

To create unbelievable, personal, memorable and newsworthy experiences for customers is not hard. Here are some ideas

What Do You Give Someone Who Has Everything?

Creating special, magical, personal and memorable experiences for your customers doesn't have to cost a fortune - but you may change their lives - and their loyalty - forever.

What the Heck Were They Thinking?

Companies of do really dumb things that just don't make sense at all. They lose deals because of this, and also risk losing their customers forever.

When 3-Star Beats 5-Star

You would imagine that a five-star hotel experience would be vastly superior to a three-star experience, but occasionally you would be mistaken. What does it take to beat your more expensive and exclusive rivals?

When Customers Go on the Warpath

What happens when a customer complaint explodes and is reported in both the traditional and social media? Companies need to react, or they will pay a heavy price.

When Rules MUST Be Broken

Rules and bureaucracy are sometimes necessary for the smooth running of your business - but they are incredibly dangerous when they lead to unhappy customers and bad experiences.

Where Does the Practice of Tipping Staff End?

Tipping is a practice which, in theory, ensures that service staff provide better experiences to customers. In practice, there is no guarantee, and it can become quite an expensive option.

Where is Your Next Whack-on-the-Side-of-the-Head Going to Come From?

With "shadow banking" now responsible for 25% of the whole financial services industry activity, short-sighted executives did not see that customer frustration would move them to seek other alternatives. But is this also happening in your industry?

Why Is It So Overcrowded in Some Stores?

Managers sometimes don't understand how important is the look and feel of the physical environment of their businesses. In this article we take a look at the problem of using customer space to pack stuff that should be in your warehouse

Why I’ll Probably Never Drive a BMW

BMW makes beautiful cars - but not everyone wants to drive one. The perceptions of what a brand represents - and how inclusive it is - can seriously influence buying behaviour.

Why Youth Day Should Be Celebrated

Youth Day is celebrated in South Africa every year on 16 June, but now it's also time for business to celebrate what young people bring to their organisations. If they don't, they may find themselves competing with these start-ups.

Would You Tuck Your Customers Into Bed One Night?

Even though some customers are really unlovable, love them anyway. After all, if Richard Branson can tuck them in at night, why not you?

14 Words Customers Really Want to Hear From You

Doing something nice for a customer always creates an obligation to repay the favour, and you should always be willing to help them out of a tight spot.

Always, Always, the Little Things

On a cold and wet London morning after a long and tiring flight, one special young man made the world of difference, and used the first three minutes of engagement to make the whole trip worthwhile.

Amazon.com versus the World

No-one will argue that amazon.com has changed the way customers buy things forever, and in a very positive way for customers. But what can traditional retailers like Exclusive Books do to prevent a total meltdown for their business? In thei article we look at the alternative choices for traditional retailers, but there are lessons for all businesses too.

Another Way to Rip Off Your Customers

In times like these, companies look for whatever advantages they can in order to remain profitable. But it's a bad strategy to steal from your customers.

Back to the Floor, Boss

"Undercover Boss" is a reality-TV programme where executives from large companies go out in disguise to work with their employees in the front lines. Are there lessons for managers here?

Blinded by Company Loyalty

Previously successful companies often suffer from complacency and denial, and this leads to serious problems for the business. How can this be avoided?

Customer self-service

Customers are not always rational, but canny businesses will know exactly what to do to make them come back by giving them amazing service experiences

Don’t Burden your Customers with Your Problems

When faced with challenges that make life difficult, many companies insist on making this their customers' problem, and burdening them with additional difficulties and inconvenience. Reduce your customers effort by making it easier, not more difficult, to do business with you.

Elections … The Customer Satisfaction Survey With a Kick

The ultimate customer loyalty survey occurs when we vote for our next government. Just as in commerce, it's not always rational, but at least we get a chance to vote if we are unhappy with the supplier - the political party in power.

Customer Management Strategy

They’re here, a whole new generation of ‘Teens’ and ‘Tweens’, the 15 to 25 year olds of today, making up around 24% of the population, who will change the face of retail shopping and already demand a high level of ‘customer care’. Mostly not yet salary earners, these young people nevertheless, through their parents, exert a massive influence on retail spend and their time is coming soon as the primary spenders themselves. 16 to 34 year olds in Africa today will contribute to over $400 billion in total consumption growth in the next ten years!

Is It a Job or Is It a Calling?

In all industries, there is a small core group of people who love what they do, and are passionate about taking care of customers. In this article we focus on the rare hospital experiences that go well because of dedicated, caring people

Is There a More Arrogant Company than MultiChoice/DStv?

Cable TV provider Multichoice/DStv have been completely incompetent in resolving a simple customer problem. What can your business learn from their failures?

Less Victims and More Heroes Needed

All companies can learn lessons from the way in which hotels deal with their customers. Some are very positive lessons, but some come out of really awful experiences.

Lessons from Sushi Bars, Magicians and SwansWhere Has My Simple, Uncomplicated Life Gone?

Life for most customers has become very complicated as companies have grown bigger and bigger. But some businesses have decided to reduce customer effort and hassles to a minimum. How can you do that in your business?

Lipstick on the Mirror

Most organisations do really dumb things sometimes - and pay the price. Sometimes a simple solution can make a big difference.

Lobster Was Once a Prison Food!

It's always amazing how customers perceptions of value influence their purchases. You can influence these in a very powerful way.

Loyalty? Don't Make Me laugh

True customer loyalty is enduring, and there is an emotional bond between your customers and your business. If you have to bribe or incentivise them to buy from you, that doesn't count.

No Company is Untouchable Anymore

It is impossible to keep a lid on lies and cheating. You can post your version of events on your web-site. You can release a press statement. It doesn’t matter. By the time you react, considerable reputational damage will have been done. The public will remember - you can’t eradicate the damage with a corporate statement. Trust has broken down, and as citizens and customers we have come to the point where we don’t even trust the news anymore.

Customer self-service

So many businesses become so enamoured with their products and offering that they forget that it's about what customers need and want. Getting a video camera to produce some simple YouTube videos turned out to be a nightmare. Except for the last store.

Of Airplanes and Things

How do you respond when you have a better experience for a much cheaper fare on a flight? After initial trepidation, I booked on kulula.com and got a lovely surprise. The people were delightful, I laughed a bit, the ‘plane got there on time, and I saved myself a fortune. South African Airways, on the other hand…

One-Stop Shopping in All Businesses?

In a world where customers' lives have become very complicated, some businesses take the trouble to create convenience and simplicity for their customers. Here we share some examples... and dream about some more possibilities.

Problem Recovery, the Maslow Hotel Way

It really doesn't take very much to recover from something that goes wrong. Here are some ideas from a potentially disastrous experience at a hotel where the managers and staff took action which guaranteed successful resolution, and becomes the stuff of legend.

Sometimes Self-Service is the Best Service

The world of customers seems to have become awfully complicated, but there are lots of ways in which you can reduce their effort and simplify their lives.