Janice B Gordon Customer Centric Sales
Customer-centric companies are 60% more profitable than companies that apply traditional sales models. 55% of consumers are willing to pay more if a great experience is guaranteed. 66% of consumers who switched brands did so because of poor […]
smile customer delight - Janice B Gordon
Customer-centricity is based on the idea that businesses must transform and engage to a model that is built on the needs and desires of the people they serve. Customers are no longer loyal to companies, brands, product or […]
Apple Shop Stratford Westfield Janice B Gordon
Bain & Company’s report on the delivery gap found that 80% of the companies they surveyed believed they delivered a “superior experience” to their customers, but customers stated that only 8% of companies were actually delivering. Let’s be clear. […]
Customer Experience Janice B Gordon
  A survey conducted in 2015 by Forrester of business leaders ranked “improving customer experience” a higher priority than “growing revenue”. This ranking does not surprise me.  It is amazing what you can learn when you get out […]
Janice B Gordon WOW Customer Experience
An unexpected package delivered by courier, I was shocked and surprised because it was an unexpected gift. In The pursuit of wow Tom Peters describes What is “Wow!”? ‘Wow!’ is excitement that makes you and your company stand […]
Janice B Gordon Social Media - No Sharing
Building trust does not happen in a vacuum, it is based on both offline and online customer experience, every communication and every interaction. You must consistently deliver on your promises over time putting your customer first. Only then […]
Janice B Gordon Customer Excellence
  It’s often said that the cash is King, however, customer and more particularly customer service is Queen. What is Good customer service? The key to good customer service is building good relationships with your customers. A happy customer will return and is likely […]
Janice B Gordon Local 2 Global
Small businesses are facing never ending pressure from global competitors, on-line is no longer a distant future it is in every home and must be in every high street shop. It is time to change the high street […]
Janice B Gordon Align omni channels
As customers shift more from in-shop to on-line e-store, it is more important than ever to master mobile and on-line channels of communication. In the United Kingdom, two out of three adults own a smartphone, some checking it 150 […]