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TLC’s TOP TOOLS: CUSTOMER JOURNEY MAPPING

We spoke to Sarah Giles, TLC’s Business Development and Client Relationship Manager, about why customer journey mapping is her favourite business improvement tool. What is Customer Experience? Customer Experience is about every interaction that a customer has with your business. It’s about learning to see your business through your customer’s eyes, and recognising the emotions […]

System Thinking

Systems thinking

Author – Grant Davis, TLC Business Improvement Manager. Most of us have heard the phrase “people in similar systems exhibit similar behaviours”. A simple definition of a system is a grouping or integration of different functions or parts working together to achieve a common purpose. This sounds great if we are discussing this in a […]

Customer Experience Management

Being a small business is tough – while they may be the backbone of the economy, it’s hard to afford what big businesses take for granted especially with skills development budgets. Being a small business ourselves, we understand the challenge! So when a local veterinary practice approached us for some help in training their front […]

Why Customer Experience is harder than you think – even though you know it’s vital for your business.

In the last few months, I seem to have become something of a magnet for poor customer experience. And this isn’t just from the local panel beater or dry cleaner where you might expect this from a poorly trained staff member. In fact some of my worst experiences are from large corporate firms, where everything […]