Thrive with the Hive - Loyalty
Thrive with the Hive - Loyalty
"A practical guide to service excellence with lessons from nature’s most powerful business organisation – The Beehive"
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 - LOYALTY is the NINETH BUZZ, there are altogether 10 helpful "buzz" to follow to provide your internal and external customers with an unforgettable experience:
- Assess
- Develop
- Train
- Measure
- Act
- Feedback
- Consistency
- Value
- 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 BUZZs and let me show you ways to buzz.
About the Author
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 9 Loyalty
- Loyalty - your internal customers: Why?
- Loyalty - your internal customers: How?
- When trust appears, magic happens
- Reward
- Loyalty - your external customers: Why?
- Loyalty - your external customers: How?
- CRM
- Advocacy
- Net Promoters Scores NPS®
-
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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