Where Preparation Meets Opportunity!

thecatwho

In the service industry, customer satisfaction depends on your team’s ability to respond quickly to customer demands. Constantly changing conditions can be uncomfortable for the novice, but when we equip the entire team to anticipate problems together, customers are served before issues have a chance to escalate. When experienced leaders […]

Hidden Costs of Training Without Equipping

September 23, 2024 in Equip for Success by thecatwho

September 23, 2024 in Equip for Success by thecatwho

In the fast-paced business world, leaders are advised to train team members to ensure that procedures are followed to meet performance benchmarks. While training is valuable, the most important part of the puzzle is absent. A leader’s true impact lies not in how well the team follows the manual but […]

Equip First, Lead Second: Why Leadership Requires More Than Training

September 20, 2024 in Equip for Success by thecatwho

Ask Every Customer — . As business leaders, we believe that the customer experience we offer will connect with our customers. Whenever the results are less than expected, we decide that maybe we should have asked our customers for some insight from the onset. An emotional connection with customers is required to deliver a […]

Customer Perspective Drives the Customer Experience

July 17, 2023 in Customer Experience tagged customer experience / happy customer by thecatwho

Build Trust in the Customer Experience — In today’s fast-paced world, businesses face fierce competition to attract and retain customers. While offering high-quality products and services is essential, customer experience is the over-arching decision point. Customer experience refers to the sum of all interactions between the brand and a person who might become a customer, including pre-purchase, […]

The Role of Empathy in the Customer Experience

June 30, 2023 in Customer Experience tagged customer experience / customer service / empathy in customer service by thecatwho

In all our efforts to create a compelling customer experience, one misstep can result in the loss of customers and even our reputation in the marketplace and community. That might sound extreme, but one incident can become the often-told story that grows into a nightmare for everyone involved. Long before […]

Prevent The Lousy Customer Experience

June 17, 2023 in Customer Experience / Customer Service by thecatwho