Where did it all go wrong!!
We know what good looks like, right?
In this industry we’ve gotten complacent. We’ve let the scorecard, the spreadsheet, the process rule and we’ve rejected real life customer experience, growth, advocacy, referral. We’re focussed on net adds, EBIT, and we’ve forgotten the one thing which produces both – CUSTOMER!
Coffee’s for Closers…Not Quarter-end Desperados
My idea of customer service centres around the principle of excellence. Many things must contribute to excellent service, right across the business. Every team, every department and every individual must have customer at the heart of what they do.
Keeping your best agents for the Cancellations Team? Really?
It is a commonly-known fact that Sales Reps under pressure will often go to extraordinary means to reach quotas at the end of calendar cycles. This behaviour is a rinse and repeat process that has become part of the fabric of the universal Sales Reps’ culture. Whilst this ‘strategy’ often successfully delivers the ‘over the […]
LTS and DWG announce strategic partnership
My business partner & I recently met up with a friend we’d not seen in a few months. As we were catching up, we were telling him about the new management consulting business we’ve started centred around our expertise in delivering customer growth. Clearly, the customer experience has to be at the centre of the […]
Lift the Stones, and Digital Works Group announce a strategic partnership which brings customer-focused Service & Operations expertise to enable customers improve performance of all aspects of their customer experience journey.
Lift The Stones, the Management, Service & Operations professionals announce a partnership arrangement with Brighter Connections Group