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55% of business leaders expect to compete on service compared with 9% on price. Given that 89% of customers do business with a competitor after a poor experience it's little wonder. The challenge is that business leaders spend more time debating the ‘customer journey’ than supporting their employees to make it happen.

The key lies in creating a climate of service performance.

How to take your customers from deluded to devoted

  • Tab icon Overview
  • Tab icon The engagement myth
  • Tab icon So what does it mean in practice?
White paper

Paying attention

When it comes to customer service we’re deluded. 80% of employees say they give superior service yet only 8% of their customers agree. Even when presented with the facts about...

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Why it pays to pay attention

When it comes to customer service, we’re deluded. 80% of organizations believe they deliver excellent customer service, but only 8% of their customers agree.

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Would you like some feedback?

Thought not. And if you got some, would you listen? Giving feedback is an occupational hazard. It’s usually subjective – based on managers own preferred ways of working. And it...

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Who we’ve helped

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we'll make a date with the most suitable Mind Gym
psychologist or other members of the team.