• 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

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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

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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

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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

  • 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

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

Développer en étant attentionné : Pourquoi?

Les entreprises centrées sur le client ne laissent pas leurs clients se promener à la recherche d'informations ou d'aide; au lieu de cela, ils fournissent une expérience client exceptionel. Ils guident leurs clients à travers une série d'interactions soigneusement planifiées appelées un ‘parcours client’. Un parcours client comprend des expériences qui sont à leur

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Rechercher en étant attentionné : Pourquoi?

Rechercher en étant attentionné : Pourquoi? La recherche et la compréhension de vos clients et de vos employés est maintenant largement reconnue comme une contribution vitale à toute stratégie d'amélioration de la performance commerciale centrée sur le client. Comprendre les clients est la clé pour leur donner un bon service à la clientèle et

Mystery Shopping and SMEs

According to RedWigWam, many believe that Mystery Shopping is for the big corporations only. This is a misconception. While some agencies focus on big corps, there are many organizations who also help SME organizations with the measurement of their service delivery. SME organizations run on smaller budgets and cannot afford big time advertising or

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Start with your employees’ journey

So, we always talk about the Customer Experience and how understanding the customer journey will improve its experience with your company. BUT before you try to understand the customer experience, you first MUST develop your employees’ journey. Do you know that only 13% of employees worldwide are engaged at work, according to Gallup's new

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Challenges faced by Mystery Shoppers

The biggest challenge a mystery shopper faces is being identified as a mystery shopper. This can happen when you are doing the same shops over and over again, it’s quite possible that either your accent or the way you shop kind of gives it away. Another hesitation in mind is whether to share with

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