“Recruit for attitude and train for skill” The first time I read that was in Good To Great (by Jim Collins) and I’ve read it many times since then. Many businesses though are still recruiting for skill (or technical competence) and hoping that the right attitude will follow. Technical competence indicates that the candidate should be […]
Customer [service] is king
I recently read an interesting report entitled ‘Service 2020: Megatrends for the decade ahead’ which focuses on how organisations will complete in the year 2020. The report notes that we are heading towards a highly commoditised and competitive global marketplace, in which new rivals from emerging markets are expanding rapidly and, as a result, organisations […]
You’re only as good as your last customer experience
Last week I had a meeting in which we discussed the importance of customer experiences. After the meeting (which took place in a shopping mall) I went into a nearby DIY/electronics store and had a real-life customer experience that was worth talking about – but for all the wrong reasons! It got me thinking about the […]