• net-promoter-score-busy-queen-bee-mumbai

NPS v/s Mystery Shopping

Net Promoter Score (NPS)  is a consumer insight.  It measures customer loyalty and where your business stands vis-à-vis your competitor.  It is based on a single or a couple of  questions, What are the chances that you will recommend this business to your friend?" Respondents, while calculating the NPS, are grouped as follows: Promoters,

  • assessing-caring-customer-experience

Assessing by caring: Why?

Assessing your customers and employees is now widely recognised as a vital input to any strategy for customer-focused business performance improvement. Understanding customers is the key to giving them an exceptional experience. To give good customer care you must deliver what you promise. But an exceptional customer experience involves getting to know your customers

  • thriving-by-caring-new-book-caring-service-culture

Thriving by Caring – NEW BOOK

Thriving by Caring 10 business leadership principles for exponential growth in the 21st Century through a Caring Service Culture. It was 2 years ago when I published Thrive with The Hive, and almost 3 years in the making. I guess I procrastinated a little, or a lot, I wasn’t sure where to start and

  • before-during-after-busy-queen-bee-customer-service-guru-quote

Customer Service Week 2018

I know, I know, we shouldn't wait for Customer Service Week to celebrate customers, but hey, it's a good excuse to make even more of a fuzz to your customers. So, what have you got plan for #CSWeek2018?? You and I know that there is an incredible change in customers’ expectations, whether you are

  • evaluer-service-client-mystere-

Évaluer en étant attentionné : Pourquoi ?

Parce que vous ne pouvez pas gérer ce que vous ne mesurez pas. C'est un vieil adage de gestion qui est toujours très précis et utilisé aujourd'hui. A moins que vous évaluiez quelque chose vous ne saurez pas si c'est mieux ou pire, vous ne pourrez pas gérer son amélioration, vous ne pourrez pas

  • customer-experience-institute-training-

Caring for your employees so they can care for your customers

A lot has happened this summer and my Mumbai Franchisee had been offered to create an Customer Service Institute out there and therefore I thought if I am going to do it out there I may as well do it here... You and I know that happy employees will increase their performances resulting in

  • place-mohammed-5-casabanca-busy-queen-bee-maroc

Another Queen Bee is born, The Busy Queen Bee Maroc

Well, this year has been full of surprises, you may have remembered I went to Casablanca in April to attend the Retail and Franchise Forum where I was exhibiting and speaking. It was an amazing event and I discovered a city full of excitement and opportunities. My intentions were to obviously find a new

  • claire-boscq-scott-global-customer-service-guru

It all started 9 years ago…

It all started 9 years ago… whilst working at L’Horizon Hotel. We had monthly mystery guest visits from a UK company and I realised there was a gap in the market for a similar service with local knowledge. I thought this is what I need to do, it was like a light bulb moment

  • steps-develop-customer-service-standards-busy-queen-bee

Former en étant attentionné : Pourquoi?

Eh bien, une fois que vous avez élaboré vos propres normes et que vous savez exactement quel type de service vos employés devraient offrir, vous devez en informer vos employés et mettre en oeuvre ces normes. Former vos employés n'est pas seulement un besoin, c'est simplement une nécessité. L'importance de la formation de vos

  • richard-branson-taking-care-of-employees

Training by caring: Why?

Well, once you have developed your own standards and you know exactly what type of service your employees should be delivering, you have to tell your employees about it and implement those standards. Training your employees isn’t just a need, it is simply a necessity. The importance of training your employees - both new

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