Top 5 Ways to Convert Customer Service Transactions into Service Interactions

The biggest competitive advantage organisations have over each other is their people. The key drivers that contribute to customer engagement are usually as a result of an interaction with staff members. Customers don’t just rate the moment of the interaction they experienced, rather they ask themselves whether they feel that they belonged in the organisation at that moment. Therefore, leaders …

5 Ways Business Leaders can be Deliberate about Customer Service

Over the past few blogs I have introduced readers to the DIME™  approach to customer service, which stands for, Deliberate Interactions Memorable Experiences™ . To expand on this in greater detail, I wanted to focus on what it means to be ‘deliberate’, especially as a business leader. To define this word that I love using, you could replace it with doing …