Executive Summary A service delivery gap is reported consistently in consultancy practices. 79% of consulting practices reported that they delivered an above-average customer experience When asked, only 16% of the clients felt … [Read more...]

Here's an update of case studies and stories about professional service firms. Making Things Worse - Customer Service In Cornwall - dreadful hotel service shoots itself in foot Launching A Business With A Cause - chocolate … [Read more...]

Robert Craven shares his insights on making your awards application stand out from the crowd. Over the past few years I have been a judge for numerous national business awards and competitions: Great British Entrepreneur, … [Read more...]

How did you become a customer service keynote speaker? After years running and growing my own businesses, I was invited to become director of consulting and training at Warwick Business School. I was then invited to write ‘Kick-Start … [Read more...]

As an international keynote business speaker, with over two decades of experience under the belt I’ve seen the good, the bad and the ugly when it comes to speakers. I thought it would be useful if I shared some of my findings regarding … [Read more...]

Read the following list and commit to follow through on just five of the following ideas as soon as you get back from the bank holiday: 1) Talk to at least five percent more existing/past clients every day 2) Talk to at least five … [Read more...]

The Sales Funnel is dead. It is used in 99% of sales teams, on nearly every sales course and in nearly every business for over 100 years. But maybe it is dead, defunct, extinct. It has ceased to be! The funnel uses the metaphor of a … [Read more...]

So, imagine the situation. Five budding entrepreneurs come together and decide to look for a new business venture. They create their wish list and send out their researchers to find: •           the perfect industry (growing, … [Read more...]

Businesses that have recently suffered the ultimate indignity from keeping their heads well and truly planted in the sand include: PC World Blockbuster Woolworth Millets   But even if your name is not on the casualty … [Read more...]

If you wish to prove that your new business is just a run-of-the-mill and unoriginal, vanilla-flavoured company like the rest, just keep on banging out those quickly-written and to be honest, shallow blog posts. Every so-called social … [Read more...]