What's been going on recently?

I’ve had the chance to practice what I preach this summer, and I’ve been busy coordinating moves.  I have to say that it’s been a while since I last seriously looked after the coordination side of lots of moves from start to finish.  Holiday cover, yes.  A VIP move, yes.  A group move, yes.  But not several months of daily customer care and move coordination....

Most businesses will be surprised to hear that they are now competing with Disneyland.

Customers carry the memory of how they were treated from one place to another regardless of the service or commodity.  They expect customer delight not just at a hotel resort or flying first class, but at the bank, on the train or when using a moving company. And woe and betide if that experience doesn’t meet their expectations.

I’ve been reading a lot lately about the differences between customer satisfaction and customer loyalty.

The Gallup organisation ran a comprehensive study recently that found out that customer satisfaction does nothing to boost repeat sales!

The study found that extremely satisfied customers are just as likely to take their business elsewhere as less satisfied customers. The researchers concluded that customer satisfaction “has no real value. None at all.”...