British Airways, It’s time to dust off the ancient service statement.

Promises, promises

To fly. To serve. These apparently simple four words were at the heart of the British Airways recent re-launch. They’re not new. In fact, according to the ads used to promote the new, improved and supposedly customer service oriented airline,…
Should business treat its customers the way you would like to be treated?

There is no 'you' in service

There's a very old saying that instructs us to ‘treat others the way you would like to be treated.’ It’s certainly good advice and is undoubtedly very true for anyone who wants to be liked and respected. But if you’re involved in a business…
Call centres really could be the jewel in the crown of any business, but...

Don't call me, I will call you

I’m sure that the clever marketing person who first came up with the idea of a call centre had the very best of customer service intentions at heart. Unfortunately things have changed over the years and, while there are a small number of call…
2 principles that are essential to running a profitable organisation...by nlighten

Value Up + Costs Down = Customer Service Success

As a business owner – there are 2 principles that are essential to running a profitable organisation. The first is to keep things simple, because that is invariably the most effective way to get results. Over complicating anything in…
Business growth & customer service

Monopoly can be a dangerous game

Business growth is a natural by-product of success. It's obviously a good thing because it generates profits for owners, returns for shareholders, and jobs for the unemployed. But growth can also have one profoundly negative consequence for…
What really happened to Kodak

Not such a great ‘Kodak Moment’!

Millions of people around the world were shocked to learn that Kodak has filed for bankruptcy. The question on everybody’s lips was ‘how is it possible that an organisation the size of Kodak, with a name that is truly iconic in the world…
A brand ‘tag line’ - false promises or successful slogans?

Promises

Companies often spend many hours and many thousands of rand on developing their brand slogan or ‘tag line’. And so they should. This catch phrase has the potential to become the one thing that places them top of mind amongst their customers…
A sad story of lost potential, money and jobs

To stay in business go back to the (customer service) basics

According to Statistics SA, in September 2011 alone, 330 South African businesses closed their doors. Of these 65 were in the wholesale, retail trade, catering or accommodation categories. That’s shops, restaurants and hotels or B&Bs that…