Every business today not only encourages their customers to recommend product/service to friends  and family, businesses today; measure likelihood to recommend (net promoter score) periodically  reward customers who recommend products/services give discounts to referred customers So what now is the issue? A friend of mine shared this poor service experience on Instagram and thought it was a great share plus a good topic for discussions on talk to deBBie this Saturday. It is expected that when you offer a great product or service, your customer is highly likely to tell 9 other people so they too can enjoy the product/service especially people that have similar interests. When these prospects come to your business location, they are looking to have the same experience they heard about and anything short of that can negatively impact your likelihood of acquiring up to 25 new customers. The friend in question had heard so much about the House Cafe's chicken,...

... I took a MAX bike from work at Lekki to the lab in Festac in order to make good time. I arrived the lab at about 4:25pm and to my shock was informed at the front office that "radiology has closed o. They close by 4pm, didn't they tell you?" I was speechless for a few seconds and tried to reign in my temper. "Why was I not told about that when I came in last week? I asked you and you said you close by 7:30" . And she goes "I thought that radiologist would have told you". At this point I was both angry and sad. Does this mean I have to wait 1 month to get this done? I have paid already and it's not cheap! What happens to my next appointment with my doctor? I sat down and I could not hold back my tears... Details Of Experience Shared What is the name of the product, service or company? EL LAB How would you describe your experience?  Poor Please share details of your experience.  I had to have some tests done and I chose El ...

No matter how hard you try as a business to make things perfect for your customers, there will be coffee stains once or twice. What's important is how you fix the problem and retain your customer! This Saturday on talk to deBBie, we are using the Lounge Thirty8 case to highlight what you can do to swiftly turn around a bad service experience. Don't miss it on NTA and time is 10am. #talktodeBBie #customerexperience #cxrevolutionNG #customerservice #servicerecovery

One of the things I've found very challenging as a parent is keeping tabs on what immunization my daughter should take at each age. Seeing this The Pediatric Centre, Lekki gives a snapshot of what's due and what I need to catch up on.  It's great when hospitals understand parents' concerns and create an engagement structure to help parents take the necessary precautions to keep their children healthy and families happy!  #CUSTOMERUNDERSTANDING   Thank you The Pediatric Centre for this! It's just the little things that create great customer service experiences in hospitals! #promotinggreatcustomerservice   #talktodeBBie   #CXRevolutionNG     #customerservice    #customerexperience    #pediatrics    #hospitals   

... Then ... the waiter came for our orders. She stood there so impatiently and seemingly scornfully while we were trying to make our choice. We settled for fish and chips but we needed to be sure how much to order so we asked a simple question "how big is the fish? would one be enough for 2 people for instance" and she responds "Just as it appears in the menu book". We tried to make her understand our question but instead of trying to advise and convince us on what to buy, she simply coldly stuck to her response..."Just as it appears in the menu book". Of course we walked out immediately. Details of Experience Shared What is the name of the product, service or company? Lounge 38 How would you describe your experience? Poor  Please share details of your experience. Friday 28th Sept, after close of work, I and 2 other friends decided to have a brief hang out before heading home and we decided on Lounge 38 on Bode Thomas. First impression on ...

I love how Cafe Neo communicates it products to customers.  #customereducation Having a product or service is one thing but if you don't educate your customers about your product and how to use it, you will have customers buying products they don't enjoy, like or need and what's the result? They never buy again! A years ago, I developed this habit of getting a cup of coffee most mornings on my way to work, and Cafe Neo just makes it easy for me to switch between coffee options without necessarily asking questions. I would like to call this a customer education board. It does not end at telling you how much the products cost but also tells you what it's made off. You see price and you see content.  Good one Cafe Neo and I will keep buying coffee! PS: Anything else your customer education board can be used?  #justthinkingaloud  Keep up the good work! #cxrevolutionng   #talktodeBBie   #customerservice   #customereducation   #cust...

Yesterday, I had the privilege of speaking with the Chief Medical Director and Chief of Surgery Akinoso Olujimi Coker at Lagoon Hospitals  and learnt from him challenges they've had with managing patient experience/customer service and what they have done/are doing to improve. Guess what? You get to hear it too! Medical Director Lagoon Hospitals Ikoyi Tagbo Azubike will be #talkingtodeBBie! Have any good, bad or ugly hospital experiences you want to share or questions? You can share your comments here or visit https://talktodebbie.blogspot.com Tag a hospital to spread the word and don't miss this Saturday's talk on NTA. YouTube channel coming soon. #cxrevolutionNG #talktodeBBie #customerexperience

This Saturday on talk to deBBie, the spotlight is on customer service in Nigerian hospitals. How many hospitals have you been to in your state or local government area and how will you describe your experience there as a patient/customer? Tag a hospital to spread the word and don't miss this Saturday's talk on NTA 2 Channel 5, Lagos. YouTube channel coming soon. #cxrevolutionNG   #talktodeBBie #customerexperience

Vital to marketing a product or service is sharing (from a customer's point of view) what is in it for customer when he/she buys a product or service i.e. value for money. Every marketing material should clearly communicate a value proposition that is compiling enough to convert a customer from a prospect to an active customer. There is however a very thin line between sugar coating your value proposition to attract a sale and when a customer buys your product or service, he/she realizes the actual experience is below standard, it is highly likely your customer will never buy your product/service again and will tell others not to buy as well. In this experience shared, customer complains that; As a heavy data user, I prefer to subscribe to an unlimited data plan and currently, I use SMILE. Apart from the fact that I cannot access the App store on my iphone or seamlessly log on to my apple TV through my icloud account when using SMILE,  the so-called unlimited plan is not unlim...