Thrive with the Hive - Assess
Thrive with the Hive - Assess
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Thrive with the Hive - Assess

Last updated on 2016-06-18

About the Book

In this book, The Busy Queen Bee takes a look at the importance to a successful business of its customers.  She uses a powerful analogy from Nature, describing the work of the humble Bee and its ultra efficient work ethic.  

Beehives are fascinating, well-oiled machines; the similarities with the running of a business and the running of the Hive are incredible. Adapting some of their work ethic and re-focusing businesses to create a real service culture throughout their organisation is the key to success during those challenging time.

This practical guide is The Busy Queen Bee's very own view of the delivery of Customer Excellence. Thrive with the Hive - ASSESS is the first BUZZ, there are altogether ten simple steps to help you increase your profitability by delivering exceptional customer service; creating loyal  customers and nurturing your employees:

  • Develop
  • Train
  • Measure
  • Act
  • Feedback
  • Consistency
  • Value
  • Loyalty
  • Service Culture

I call it "The Customer Service Waggle Dance", 10 steps to follow for Successful Customer Centric Businesses; to start changing the delivering of a service to actually providing, consistently, their customers with an unforgettable experience every time they walk through their doors.

BEE sure the download the other BUZZ and let me show you ways to buzz.

About the Author

Claire Boscq-Scott
Claire Boscq-Scott

Claire’s mission is to the inspire Global businesses to thrive by bring more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences.

 No 5 Top 30 Global Customer Service Guru  UK Top 10 CX Influencer and CX Thought Leader 2020, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist aka The Busy Queen Bee, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & trainer. She empowers businesses to make the game-changing decision by assessing, developing, implementing and measuring EX & CX strategies through her Caring Service Culture programme to help lift service standards and increase profitability.

Originally from France, Claire has lived in Jersey, Channel Islands, since 2000, she capitalised on the experience gained in her hospitality career having worked at Epcot Centre, in Disney World-Florida ran and open 4 start hotels, she set up her own business, in 2009, The Busy Queen Bee, www.busyqueenbee.com which offers services such as Mystery Shopping, Customer Insight, Customer Service Training & Customer Experiences.

 Claire is the Author of two books; Thrive with the Hive published in 2016 and recently launched in 2018 Thriving by Caring, with its Audible version and its French version Prospérer en étant attentionné.

Claire developed Caring Service Culture Leadership Programme which really is a game-changer for any organisation who want to take their employees and customers seriously. Her online training platform the BQB CX Institute offers a wide range of online and onsite training workshops, specifically focussed on giving employees the tools to deliver exceptional Customer Experiences.

Claire is a certified NLP practitioner, a Feng Shui practitioner, Resilience, EI and mindfulness lover. She has worked with the States of Jersey Government, The Jersey Airport and Harbour, Handpicked Hotel Groups, and several local hotels, as well as organisations such as CitiBank, KPMG, HSBC, Equiom, JTelecom, Sure, Jersey Water, Jersey Electricity, and a lot more retailers, restaurants, national organisations.

Claire’s bigger vision is just like the bees who dedicate every seconds of their 150 days’ life to collecting pollen for the greater good of the hive but moreso for the greater good of our ecosystem, that makes all life on the planet possible, if she can inspire businesses to thrive by delivering exceptional customer experiences, so the local economy will thrive too, prosper with happy employees, happy customers, happy community.

Table of Contents

  • Introduction
    • About Moi
    • About the Book
  • BEE the change
    • Change: Why?
    • Because the customers’ expectations have changed
    • Because customers hate…
    • Because of the power of the big WWW
    • Because of ‘word of mouse’
    • Because we live in a small community
    • Because we need to ‘Bee’ responsible
    • Because we all need to protect our local economy and ultimately our future
    • Because our town centre is a beehive
    • Change: How?
    • How we do business
    • The waggle dance
  • Buzz 1 Assess
    • Assess - your internal customers: Why?
    • Who are your internal customers?
    • Recruitment
    • The voice of your internal customers
    • Assessing - your internal customers: How?
    • Employees satisfaction
    • Personality test
    • Assess - your external customers: Why?
    • Your external customers’ needs
    • Who are your external customers?
    • The Good, the bad and the ugly
    • Assessing - your external customers: How?
    • Market research techniques
    • Market research accuracy
    • WIIFM?
    • Bees vs. drones
    • Buyer personas
    • Neuro science segmentation
    • Assessing - your environment: Why?
    • Assessing - your environment: How?
    • SWOT analysis
    • Macro-Environment
    • Micro-Environment
    • Benchmarking against the competition
    • Finally
  • A final buzz
    • Rapport: Why?
    • Rapport: How?
    • The Busy Queen Bee RAPPORT
    • R - Relationship
    • A - Authenticity
    • P - Profit
    • P - Passion
    • O - Organised
    • R - Radiant
    • T - Trust
    • The End

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