Is customer service your competitive advantage?
Delivering high quality customer service is a competitive advantage and directly impacts four business drivers, revenue, reputation, referrals, and retention. To illustrate this point, here are some startling statistics:
- It costs 4 to 5 times more to acquire a new customer, than it does to retain an existing one. Lee Resources Inc.
- 86% of people say they’ve stopped doing business with a company because of just one bad customer service experience (up from 69% in 2007). Harris Interactive, Customer Experience Impact Report 2011
- 91% of unhappy customers will not willingly do business with your organization again…ever. And 26% of those customers will leave silently. Lee Resources Inc.
- 81% of companies who measure customer service are outperforming their competition. Peppers and Rogers Group
We don’t want your company to contribute to these statistics. Contact us to discuss how we might be able to help you gain a competitive advantage with delivering exceptional service.
Take a peek at our newly released book, Turning Rants Into Raves: Turn Your Customer on Before They Turn on YOU!
Self Awareness is a Key Predictor of Leadership Success
Emotional intelligence (EI) is critical to effective leadership and is a key predictor of success. EI is directly linked to having a developed sense of self awareness. Successful leadership is relationship driven and the more developed your self awareness the more effective your interactions are with people. We often refer to this critical dimension of leadership as your intra-personal compass. Your intra-personal compass represents how you feel and think in situations and helps you make effective decisions, communicate effectively, and leverage your strengths and the strengths of others.
We help leaders and aspiring leaders develop their self-awareness utilizing DiSC®, 360° Feedback , individual and group coaching.
We work with managers and leaders to increase coaching competencies, team effectiveness and cross functional communication.