Call Us! 1-800-555-5555

Three ways to increase certainty and control within chaos

25 January 2016

Following his book In Search Of Excellence, Tom Peters wrote another called Thriving on Chaos. It was a recognition that the environment in which a business operates and in which decisions have to be made is intrinsically chaotic, subject to constant change. Our 21st-century world is even more chaotic, and change is far more rapid…

Read More...

Customer service: lessons from the KZN South Coast

14 March 2014

Jen and I spent a few days in Scottburgh on KwaZulu-Natal’s South Coast a couple of weeks ago. We took a slow walk around town on the first day looking for a place to eat. Apart from the usual fast-food outlets, there are a couple of interesting places on the main shopping street, but there…

Read More...

Taking employees with you

10 January 2013

One of the trends in customer service to which the gurus are pointing is an employee-first, rather than a customer-first approach. Ivana Taylor from DIY Marketers writes, “It looks like the tide is shifting away from putting the focus on the customer, to putting it on the employee who delivers that experience.” As I mentioned in…

Read More...