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How to Ruin Your Reputation and Brand – Lessons from Turkish Airlines

How to Ruin Your Reputation and Brand – Lessons from Turkish Airlines

by | Aug 31, 2022 | Airlines, Business - General, BusinessFitness, Culture, Customer Experience, CX, Customer Service, Customers, HR & Personnel, Leadership, Lifetime Value, Marketing, Motivation

A company’s reputation is one of those ‘off balance sheet’ items that can make or break it – something that a company like Turkish Airlines really ought to be aware of, especially as the airline markets itself as one of the best in the world. As Warren Buffet said,...
4 is the New 2 – How Becoming a B4B, or B4C, Business Will Boost Your Company

4 is the New 2 – How Becoming a B4B, or B4C, Business Will Boost Your Company

by | Feb 23, 2022 | Business - General, BusinessFitness, Culture, Customer Experience, CX, Customer Service, Growth, Leadership, Lifetime Value, Marketing, Profitability, Sales, Strategy, Success, Valuation

We’re all familiar with the terms B2B (Business to Business) and B2C (Business to Consumer) to describe a company’s market focus. But what about B4B and B4C? Quite simply, it’s about shifting the company focus from one of selling to your customer, to working for your...
“Customer service shouldn’t just be a department; it should be the entire company.” – Tony Hsieh

“Customer service shouldn’t just be a department; it should be the entire company.” – Tony Hsieh

by | Feb 22, 2022 | Business - General, BusinessFitness, Customer Experience, CX, Customer Service, Customers, Excellence, Growth, Leadership, Pandemic, COVID, Profitability, Success, Working From Home

How have you found customer service since the pandemic started around 2 years ago? In many areas, it has worsened considerably. My experience is that government departments and large companies are the biggest culprits here: it is commonplace to get an automatic email...
“There is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.” – Sam Walton

“There is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.” – Sam Walton

by | Nov 8, 2021 | Business - General, BusinessFitness, Customer Experience, CX, Customer Service, Customers, Excellence, Lifetime Value, Success

Is anybody better able to make statements about customers and business than Sam Walton? After all, he founded what is now the world’s biggest retail group, Walmart, as a discount store in Rogers, Arkansas, just under 60 years ago, in 1962. Today, that single discount...
“Businesses often forget about their current customers [audience] – the people who are already listening, buying, and engaging.” – Paul Jarvis

“Businesses often forget about their current customers [audience] – the people who are already listening, buying, and engaging.” – Paul Jarvis

by | Nov 1, 2021 | Business - General, BusinessFitness, Customer Experience, CX, Customer Service, Customers, Excellence, Growth, Marketing, Profitability, Sales, Uncategorized

Have you ever felt, as an existing customer of a business, that you’re less important to that business than a brand-new customer? It’s certainly happened to me… Often, I see businesses focusing all their efforts on chasing new customers – big marketing drives in that...