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Tag Archives: Service
Experience not Service
Customer experience has become the new marketing. It influences brand perceptions and impacts business performance just as strongly as traditional Marketing once did. As my Chairman, Professor Nader Tavassoli www.nadertavassoli.com reminds us: “Brands are promised by advertising but delivered by … Continue reading
Constructive Complaint
I have a friend who loves to complain. In fact, for him, complaining about service is less of a hobby and more of a second career. He is persistent; he is detailed. He reaches far into the targeted organisation and … Continue reading
Your culture is your brand
A decade ago business culture was safe from public scrutiny. Unless you ran a service business with millions of customers, what went on in your own corridors stayed there. Thousands of silent triumphs and defeats, assassinations and coups, benevolences and … Continue reading
Long service redefined
A good friend, whose business has been successful for more than two decades, admits one defeat. He has no member of staff with more than 8 years’ service. Is he a monster or a slave driver? No, he’s an urbane … Continue reading
Not different enough
There’s a lot of loose talk about differentiation these days. Most of it happens in Marketing Departments, and not enough at the Boardroom table. Frankly, we need to get better at it if we hope to build our regional economy. … Continue reading
Shame about the name
Right now, I’m going through the naming process for a new business. An enterprise in which I have two partners. We’ve worked out our reason for being; we have written our brand promise. We have agreed our target audience; we … Continue reading
Let it go
As you know I am in the business of adjusting company cultures. Sometime this means intervening to rebuild an established culture that is broken. But I’m pleased to say that a characteristic of our region is that we have developed … Continue reading
The trouble with corporate brand values
One of the many challenging tasks leadership teams set themselves is the definition of corporate values. In the evolution of business in Africa, this is now seen as a mandatory component in professionalising an organisation. Setting the ‘core values’ often … Continue reading