At this time of year our thoughts often turn to making plans for the New Year. Much is said about setting a goal. I’d like to focus on how to make sure your goal is planned and achieved. Follow our 7-step process to lead and engage your team.

At Beyond Theory our message is simple - it's 'look after your people and they’ll take care of your business'. So we were delighted that see that our clients The Maids Head Hotel have been recognised by winning Norfolk's Best Employer Award 2018.

Customer experience is more than smiling and providing a good level of customer service. Customer experience includes the journey that your customers make from researching your products and services, using them and paying for them. Therefore, delivering customer experience includes processes and well as people. This isn’t a new concept. So why do so many companies and organisations get their customer experience so wrong?

Is the customer always right? Always? Sometimes? Never? Our advice is ‘yes, until proved otherwise’. How we deal with these situations is key as others will be looking on and judging this customer experience. Read our blog for advice to give to maintain the best levels of customer service and customer experience.

Make sure your team are not only trained to deal with routine situations. Give them training on how to deal with the unusual situations. Dealing with these unusual circumstances well will give you and your team opportunities to deliver those wow! moments that customers love and tell others about.