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Thriving by Caring

Claire Boscq-Scott

10 business leadership principles for exponential growth in the 21st Century through a Caring Service Culture.

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About

About

About the Book

We are entering a new era. It is time to start evolving into the next phase of higher consciousness, where businesses must be accountable for their people and their environment. Business leaders must start bringing a more caring energy into their businesses.

 

In this book, Claire Boscq-Scott, AKA The Busy Queen Bee, outlines her ten strategic leadership principles to successful growth through a Caring Service Culture; to start changing the service delivering by bringing more care to everything leaders do, meaning being more compassionate, developing better communication, supporting and engaging their employees; nurturing, valuing and guiding their customers through their journey in a creative and inspiring way at an emotional level.

 

Providing an unforgettable experience every time customers walk through your doors must become a necessity and this can only be done by giving employees a place where they can feel a part of, they are engaged and empowered which ultimately will help businesses increase their profit and reach their higher mission.

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Author

About the Author

Claire Boscq-Scott

Awarded No 3 Top Global Customer Service Guru with three decades of expertise, Claire, is an authority in the Customer Experience Industry.

 

Author of 4 books; with a No 1 Amazon Best Seller in 2020, she is an international media influencer and her work has been published in Brazil, Philippines, India, US &Europe.

 

Claire has spoken in over 20 countries, sharing virtual stages with CX celebrities like Ron Kaufman and Shep Hyken. Winner of the Institute of Director award, she is also a former Director on the board of BAG & MSPA.

 

She brings a more holistic and comprehensive approach to organisations and individuals with her BizShui™ Method; creating better flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, reducing physical and emotional stresses to increase productivity, loyalty and profitability.

 

When she isn't in a Zoom room, you will find her walking on the coasts of her beautiful island of Jersey!

Contents

Table of Contents

Introduction

  1. About Moi
  2. About the Book
  3. Left Brain V Right Brain
  4. Change: Why?
  5. Because the customers’ expectations have changed
  6. Because customers hate…
  7. Because of the power of the big WWW
  8. Change how we do business

Principle 1 Assessing by caring

  1. Assessing by caring: Why?
  2. Assessing by caring: How?
  3. LISTENING
  4. COMPASSION
  5. RECEPTIVENESS
  6. Assessing by caring: what?
  7. Employees’ satisfaction
  8. Market research
  9. Your Market environment
  10. Finally

Principle 2 Developing by caring

  1. Developing by caring: Why?
  2. Developing by caring: How?
  3. VISUALIZATION
  4. 5 SENSES
  5. 5 ELEMENTS
  6. Developing by Caring: What?
  7. Employee journey
  8. Customer Experience
  9. Buyer personas
  10. Finally

Principle 3 Training by caring

  1. Training by caring: Why?
  2. Training by caring: How?
  3. INSPIRE
  4. INVOLVE
  5. CARE
  6. Training by caring: What?
  7. How do we communicate?
  8. Confidence in yourself and in your team
  9. Guiding not selling
  10. Finally

Principle 4 Measuring by caring

  1. Measuring by caring: Why?
  2. Measuring by caring: How?
  3. EMOTIONS
  4. COGNITION
  5. SUPPORT
  6. Measuring by caring: What?
  7. Mystery shopping
  8. Wellbeing
  9. Customer Satisfaction
  10. Finally

Principle 5 Acting by caring

  1. Acting by caring: Why?
  2. Acting by caring: How?
  3. USEFUL
  4. TEAM WORK
  5. ENGAGING
  6. Acting by caring: What?
  7. Procrastinating
  8. Habits
  9. Be S.M.A.R.T
  10. Finally

Principle 6 Feedback by caring

  1. Feedback by caring: Why?
  2. Feedback by caring: How?
  3. EMPATHY
  4. STORY TELLING
  5. SHOWING
  6. Feedback by caring: What?
  7. Create your Complaint Handling Guidelines
  8. Learn from the feedback
  9. Facilitating
  10. Finally

Principle 7 Consistency by caring

  1. Consistency by caring: Why?
  2. Consistency by caring: How?
  3. PERCEPTION
  4. UNCONSCIOUS
  5. ENTHUSE
  6. Consistency by caring: What
  7. Before - during - after
  8. First impression
  9. Attention to details
  10. Finally

Principle 8 Valuing by caring

  1. Valuing by caring: Why?
  2. Valuing by caring: How?
  3. SELF-WORTH
  4. RESPECT
  5. EXTRA CARE
  6. Valuing by caring: What?
  7. Churn
  8. Your own business values
  9. Exceeding customer expectations
  10. Finally

Principle 9 Loyalty by caring

  1. Loyalty by caring: Why?
  2. Loyalty by caring: How?
  3. MINDFULNESS
  4. BE-do-HAVE
  5. GRATEFUL
  6. Loyalty by caring: What
  7. When trust appears, magic happens
  8. CRM
  9. Advocacy
  10. Finally

Principle 10 Caring Service Culture

  1. Caring Service Culture: Why?
  2. Caring Service Culture: How?
  3. AYNI
  4. NURTURING
  5. RAPPORT
  6. Caring Service Culture: What?
  7. 5 drivers to customer satisfaction
  8. Start with the Why?
  9. Passion
  10. The End
  11. THANK YOU

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