About Niki Flood

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So far Niki Flood has created 27 blog entries.

Don’t Ask If You Don’t Mean It

2017-11-13T22:18:25+00:00 November 14, 2017|

There is no place for rhetorical questions in customer service Last week I travelled through a domestic airport, nursing a nasty head cold. The typical customer journey at an airport includes going through the security checkpoints, which involves interacting with multiple staff before eventually getting to your seat on the aircraft. Like most of us [...]

Lip Service or In-Service

2017-11-08T12:06:18+00:00 November 9, 2017|

I sat starry-eyed and on the edge of my seat in the front row to hear from the CEO of an organisation. I wanted to be inspired, motivated and made to feel like I was part of a great culture. Unfortunately, as he began to address the team, I immediately sensed a lack of sincerity. [...]

Values Impact Customer Service

2017-10-05T22:17:35+00:00 October 17, 2017|

We all know someone that is a rule breaker. They love to challenge, push the boundaries, explore deeper waters and if determined enough show the quicker or better way to get something done.  These days organisations are encouraging entrepreneur spirits, creativity and innovation, and values can act as a barometer that keeps everyone in check, [...]

The Cost of Inconsistent Service

2017-09-25T21:43:21+00:00 September 26, 2017|

We are ruthless as customers. One inconsistent product, One poor experience during a purchasing process, One meaningless and absent interaction with a sales assistant and that’s it. We are on the look out for somewhere new. According to this McKinsey & Company article a single negative experience has four to five times greater relative impact [...]

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