National Learning Institute

Customer Relationship Management - System or Attitude?

A colleague recently lamented to me "I was so annoyed that the XYZ coffee shop in the ABC Centre took sooooo long to give me a second coffee one morning, even though I was close to the machine and kept looking expectantly, I decided to ‘punish' them by going elsewhere for a year.

At an average of three coffees a day @ $3.20 each = $9.60 a...

Who is your customer?

To any savvy business manager, that may seem a simple or even silly question.  "Of course I know who my customers are, I wouldn't be in business otherwise" might be the natural response.  However, one organisation who recently got this drastically (and what could have been tragically) wrong, and which almost crippled an entire country (well at...

Service with a smile!

There have been a couple of interesting service stories in the press over the last week.  Getting front line staff to provide excellent, even good customer service seems to be the perennial management challenge.  This appears even more challenging when times are tough and businesses are scrambling for that extra sale.

What are the latest...

Service is the key to survival in today’s climate

It's been said that your first time customer, even your first time visitor (say to your website) is always the highest cost to you.  But it's the repeat customers and visitors that really provide the best returns.

I had an email from a colleague recently telling me about his latest service experience.

*I was so annoyed that the XYZ coffee...