About Niki Flood

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So far Niki Flood has created 31 blog entries.

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 [...]

Strengthen Your Mind, Strengthen Your Relationship

2017-09-26T09:11:37+00:00 July 18, 2017|

As a customer experience expert I have become a keen observer of people. One of the skills I have developed, over time, is being able to notice leaders in the service sector who are working mindfully. What does that look like? asking questions throughout the interaction paraphrasing important points that others make listening with [...]

The Head Count Conversation

2017-09-26T09:11:11+00:00 July 11, 2017|

During lunch today (at a café), I overheard two gentlemen talking. It was the very large A3 page that got my attention, as I tuned in (effectively eavesdropping, oops) to their conversation. It was a familiar conversation that I have conducted and participated in many times before; the head count conversation. Do we have [...]

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