by Megan Power. You’d expect that making life easier would be top of mind for every interaction and touchpoint on the customer journey.
Tag archives: customer service
The Power Report: Hello… is there anybody out there?
by Megan Power. Reaching a call-centre person — a living, breathing and accountable human being — is often still first prize.
Headspace: Beyond the solution to lending a helping hand
by Tenielle Maris. There’s a renewed focus on the notion of ‘serving is the new selling’ and the importance of embracing your brand’s ability to uniquely and efficiently assist its audience.
Adnalysis: Nobody should buy our brands (we don’t deserve the sale)
by Bogosi Motshegwa. In marketing, advertising and brand-building, it’s surprising how we go about as if we deserve for people to buy from us.
The Real McCoy: Use your second chance properly
by Sean McCoy. In the journey of internal brand-building, the world is seldom perfect and, as hard as we try, it does go wrong from time to time.
Motive: How (not) to serve up a brand experience
by Mike Silver. It’s critical for Brand SA that the hospitality industry gets its service in order before the next barmy army wave descends.
The Real McCoy: How about people skills?
by Sean McCoy. An obvious, oft-neglected principle is that outstanding service levels are best achieved through committed people with great people skills.
The Real McCoy: Focus on people, get results that matter
by Sean McCoy (@TheRealMcCoyTRM) The recent acquisition by Brait of 80% of Virgin Active for a sum of £682m (R12.2bn) puts into perspective the value of the Virgin brand and the particular impact of its unique corporate culture, embodied in the founder himself, Sir Richard Branson.
The Real McCoy: Power to the people
by Sean McCoy (@TheRealMcCoyTRM) For all the systems investment, development and focus by business, these are enablers and not the answer to service differentiation — at the end of the day, it is people who make the difference, no matter the industry.
The Word: Proceed with caution — customer ahead
by Mongezi Mtati (@Mongezi) More often than not, when brands launch new products, they tend to want to reach out to the ‘influential’, to the people with a large following. In my less-than-humble opinion, the general perception is still the notion that megaphones increase market share.