There is growing 'evidence' that event organisers are failing their clients. A Sharp study claims that 56% of attendees cite 'poor content' as a reason to grumble. MEDIAmaker reveal that 48% or respondents feel reluctant to participate in … [Read more...]

The consultancy market is failing to satisfy the needs of the directors of medium-sized businesses. This is a failure in terms of: 1)  not giving clients what they really want and need, and 2)  missing opportunities to deliver … [Read more...]

As if event planners aren’t under enough pressure from Google search and online low-price event website models...! Now, we have crowdsourced events. Speakers put their names forward or are nominated. Then the delegates choose who they … [Read more...]

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...]