Personal, passionate service makes all the difference. Part four in our series on brilliant client service focuses on Apple. You will most likely be aware of their sprawling open plan stores where each member of staff is referred to as a 'Genius'. The company has quickly evolved to become a bastion of customer service, noted for their unique approach to personalisation and convenience. Find out exactly why below... They create value beyond sales Visiting an Apple store isn't just a shopping experience – all employees are tasked with enriching lives with knowledge, understanding and recommendations. One of their core values is to 'politely probe...
Personal, passionate service makes all the difference. Part two in our series on brilliant client service looks at Travel Counsellors, the travel company that entirely disrupts the way the travel industry works. Their unique, service focused model assured that they were the first business ever to achieve a 96% net promoter score. And here’s why… They make it personal Your travel counsellor will come to your house to talk about what you want from your holiday. They will get up at midnight to complete your online check-in. They’ll send you a hand-written postcode on your return. They’ll also arrange for a loaf of bread...
  In 1970, the Nobel prize winner Milton Friedman shared his belief that 'there is one and one only social responsibility of business: to use its resources to engage in activities designed to increase its profit.' This idea was built on in 1976 by two finance professors who proposed that there was an inherent conflict with business between the executives and the shareholders and proposed that to solve the problem, the goals of executive and shareholder should be aligned by compensating the executive through shares in the company. How depressing! In his fascinating book Fixing The Game, Roger Martin explains how the...
Personal, passionate service makes all the difference. Part three in our series on brilliant client service focuses on Metro Bank, Britain’s first new high street bank in over 100 years and a genuine challenger to the way traditional retail banking serves its customers. Founded in July 2010, the bank has quickly moved to the forefront of this cultural shift, priding itself on service rather than price... but what exactly is so different about their service? They focus on experience Staff are not subject to sales targets; their reward structure is purely based on customer satisfaction scores tracked on Net Promoter. The idea is common sense,...
Every company on the planet says that brilliant client service is their number one priority.  How many live and breathe that mantra? Those that truly compete on service are seen as clear differentiators and ‘challengers’ in their market. In other words, they break the mould. At our second annual gunnercooke Symposium, we heard that customers benchmark ‘brilliant’ against memories of their past ‘best’ service experience. So, whether you’re a manufacturer, retailer, accountant, or even a lawyer; you’re competing with the likes of Apple, Disney and Amazon. Over the coming weeks we'll be taking a look at what brilliant client service looks like in action...

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