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13 Sep Is Your Industry Really That Different?

Posted at 09:15h in Client Relationship, Customer Service by Tina Selwyn
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When I worked for American Express I commonly came across the issue of what I like to call the 'unique snowflake syndrome'. Stay with me now, it will make sense. Generally it first showed itself  in a discussion about expanding an idea, such as "This worked really well in...

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03 Aug What Customer-Centric Means

Posted at 17:35h in Client Relationship, Customer Service, Tips and Tools by Tina Selwyn
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Customer-centric is a popular catch phrase that can mean almost anything. I wasn't fond of the formal definition from Business Dictionary.com so came up with my own. “Creating a positive consumer experience at every touch point from the first contact through to the 1,000,000th visit. Leveraging people, processes, technology...

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27 Jul The Struggle Is Real

Posted at 17:31h in Client Relationship, New Client Acquisition, Tips and Tools by Tina Selwyn
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The question that every business faces is when to put your interests before your customers. It's a tricky situation indeed and companies big and small  struggle with that question all the time. As a simple example, let's say that you really want a customer to provide you...

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01 May Secret Sauce: Customer Loyalty & Productivity

Posted at 17:05h in Tips and Tools by Tina Selwyn
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At first these two things might not make sense together, but hear me out. The #1 focus for all companies should be to develop a loyal client base. It's far cheaper to retain a customer than to acquire a new one and if that's not enough,...

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