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Why Customer Focus Differentiates

Why Customer Focus Differentiates is by Ray Miller Has this ever happened to you? You’re in a hurry. You want to complete your business and the person serving you is preoccupied with something other than serving you. Then when you are served, you might get an insincere apology for the delay followed by the completion […]

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To be (Customer Focused) or not to be? What a Question!

To be (Customer Focused) or not to be? is by Ray Miller This is the first in a series of short articles about understanding why customer focus is strategically important, what it means to be truly customer-focused and how to create or improve customer focus in your organization. This article presents a simple business case […]

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What is Customer-Focused Leadership?

What is Customer-Focused Leadership is by Ray Miller Customer Focus is an aligned organization-wide approach to customer satisfaction and service, leading to customer loyalty and advocacy. The result is sustainable profitability. Please watch this video which discusses customer focus and briefly describes our Customer-Focused Leadership Workshop or continue reading the article below. In a Customer […]

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Research Findings on the Importance of Creating a Customer-Focused Culture

Research Findings on the Importance of Creating a Customer-Focused Culture was first published by Ray Miller in Nov 2009. Every month we scan as much of the Customer Focus, Service Excellence and Customer Experience Research as we can to make sure we have our fingers on the pulse of what customers and business leaders are […]

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Customer Focus in a Slow Economy

Customer Focus in a Slow Economy is by Ray Miller I wanted to call this article “Sharpen Your Customer Focus or You Will Lose Customers!” but a few of my colleagues thought this was a bit too blunt. Absolutely true mind you, but blunt. Then I thought why not make the headline a question; “How […]

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How Can You Drive A Customer Crazy?

How Can You Drive a Customer Crazy? is by Rebecca Keenan and Published in Canadian Retailer |September/October 2008 (Hint: It’s A Lot Easier Than You Think.) True story. A local supermarket finishes a massive expansion and renovation. The store adds more inventory, replaces all the cash registers and makes its space bigger, brighter, and more […]

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Why Customer Focus Training is a Strategic Investment and NOT an Expense

Why Customer Focus Training is a Strategic Investment and Not an Expense is by Ray Miller It’s time to set the record straight. Customer Focus Training is NOT an Expense. It is a strategic investment and here’s the proof. Look, I know you have a lot to think about these days. I run a business […]

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Is The Customer Always Right?

By Ray Miller.   You have no doubt heard the expression “The customer is always right!” and I suspect many of you have contemplated this when dealing with an uncooperative service provider. But, is this really true? The answer to this question is absolutely critical! Critical, that is, if you are interested in customer retention and […]

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Do Companies Really Care About and Value Their Customers?

Do Companies Really Care About and Value Their Customers is by Ray Miller as was originally published in 2011 Apparently not enough! Last week American Express released the findings of its Global Customer Service Barometer, a survey conducted in the U.S. and eleven other countries exploring attitudes and preferences toward customer service. Following the release […]

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Silent But Deadly: The Impact of Poor Customer Service

Silent But Deadly: The Impact of Poor Customer Service is by Ray Miller When your customers encounter a mediocre or poor service experience the vast majority will not complain but rather, they will simply take their business elsewhere. Here is what research from several reliable sources tells us: If you receive one complaint about poor service […]

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