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Most organisations claim to put their customer first. Most customers would be happy to settle for second or even third. There are a few, simple things we can all do to close the gap.

80% of companies believe that they provide superior customer service. Only 8% of their customers agree. Employees are almost as dismissive, commonly rating their personal commitment to customers at double that of their employer.

There are plenty of simple things we can all do to that will change this fast.

One lies in giving customers what they want rather than what they ask for. If this sounds confusing, risky or you’re not sure how to do it, then a great opportunity awaits.

A second demands that we focus on the myriad of things we can do to make my customer smile whatever the circumstances and give our colleagues the benefit of the ask.

This Go large explores these and many other ways to turn ‘customer first’ from mantra into mainstream.

At the end of the Go large you will have:

• Unearthed the prime causes of the gap between the service we give and the service we receive.
• Appreciated that there is plenty we can do ourselves to change this.
• Practised a range of techniques that we can apply in pretty much every exchange we have with a customer.
• Decided what you will do to put your customers first.