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Service excellence Archives - Into The Blue Consulting

Tag - Service excellence

Customer Recovery: Why it can Pay to get Things Wrong

The ultimate objective of Customer Experience is to create loyalty. Not just creating customers who like your brand or are very fond of your brand, but who LOVE your brand and who would not consider taking their business anywhere else. As Ken Blanchard says, it is all about creating ‘Raving Fans’ There are various elements to a CX strategy, and one element which is consistently under-rated is that of putting mistakes right – or Recovery. If we take the basic elements [...]

Creating a Positive Handover Experience with Taylor Wimpey

Last month we were delighted to provide coaching and consultancy services to one of the UK’s largest housebuilding companies, Taylor Wimpey plc. Working with the site managers and customer service team who conduct the new home handovers, we looked at ways to improve the house handover process. We looked at moving away from being Taylor Wimpey driven i.e. telling the customer all the things Taylor Wimpey wanted to cover in the handover to being customer led i.e. what is important [...]

New Retail Sales Workshop Launched

We are delighted to launch our highly acclaimed sales training, Creating a World Class Buying Experience, as a standalone one day workshop. Aimed at retailers who want to train their sales people how to provide an exceptional buying experience for their customers so their business really stands out from their competitors. Based on our unique, proven approach we focus on the ‘relationship’ and not just the ‘sale’. We show delegates how, through the delivery of a great buying experience, to get [...]

Why Look for Customer Experience Opportunities?

When an organisation is able to recognise Customer Experience opportunities and then make the most of them, they will stand out and offer a superior Customer Experience. This enables them to delight their customers, which in turn comes together to build customer loyalty, reduce churn and increase revenue.   What is a Customer Experience Opportunity? It is a chance to impress and go beyond what is expected. Importantly it can help to deepen the relationship in a positive way. The Disney Institute, an [...]

Dorchester Dining Showcase Event

Last week I had the privilege of experiencing the annual masterclass in service excellence at the Dorchester Hotel on Park Lane in London. This behind-the-scenes private dining event was hosted by Executive Head Chef, Henry Brosi, who shared some fascinating insights into the nitty gritty of delivering a world class premium service. At the Dorchester they rightly identify the crucial ‘people factor’ and use personality as a key recruitment criterion. This is key to buying into the excellence ethos and [...]