Dhruva Star

Name: Dhruva Star
Address: Solihull, GB
Telephone: +447448294825

✨More Happy Customers unlocking a wave of loyalty & advocacy that boost revenue, profits and growth.

11/09/2024

Customer Experience isn’t just about the first mile, the last mile, or even the extra mile.

It’s about every mile—the entire journey.

At every step, your customer is silently asking, “Should I stay, or should I go?”

Yes, some moments carry more weight than others, but think about this: would a symphony feel magical if the brass section was flawless, but the strings were just okay?

Would Taylor Swift sell out stadiums if her vocals were on point, but the backing track was off?

Or, would a Michelin-starred restaurant get rave reviews if the food was incredible, but the service was non-existent?

It’s marketing. It’s sales. It’s delivery. It’s support. It’s unboxing. It’s the website. It’s the app. It’s your recruitment.

It’s everything.

Every note, every interaction, shapes the experience.

Every Moment Matters.

10/09/2024

Did you know? :

In 2022 there were 30m reviews submitted to TripAdvisor. That’s almost one review per minute!

74% of Gen Z use TikTok over Google as their search engine.

Just ONE bad review can cost a business 22% of potential customers.

94% of customers said a bad review stopped them doing business with a brand.

Opened the Customer Experience travel and hospitality exchange in London with a message that customer experience matters more than ever.

In every interaction, your customers are silently asking themselves ‘should I stay or should I go?’

Every moment matters.

30/08/2024

“Not all change leads to improvement, but improvement is always the result of change.”

This quote really resonates with me. It’s a stark reminder that not everything we do in business or life will hit the mark. We might swing and miss more times than we care to admit.

But here’s the thing—without those swings, without taking those risks, we miss out on the chance for that one idea, that one innovation, that does work. The one that slots everything into place and makes all the effort worth it.

It’s tempting to avoid change because the odds feel stacked against us. But if we never try, we never grow.

01/08/2024

“I learned that if people are happy in their jobs, feel valued, trusted, and cared for, they will perform day in, day out.”

These were the words of James Timpson in his first speech in the House of Lords.

I couldn’t agree more.

But I’d go further and say they won’t just perform day in, day out.

They will deliver experiences that leave customers feeling happy, valued, and cared for, building high trust.

And when customers feel that way, what do they do?

They come back.

And they bring their friends.

Customer experience is about how people feel.

How your people feel is reflected in the way they make your customers feel.

It is not rocket science.

Back in 1998, the business I was working in routinely tracked how employees felt alongside how customers felt. The data was side by side in board reports and it was a key agenda item.

Businesses focus on fixing things ‘out there’ for customers, yet they miss fixing what is right under their nose.

A low NPS or CSAT score isn’t just a measure of what’s happening for your customers; it’s also an indicator that something is not right inside the business.

If you take care of the insides, the outside generally takes care of itself.

How well do you understand how your people feel? Are you too busy looking out the window to notice what’s going on inside? How are you talking about and focusing on your team’s feelings in your leadership conversations?

22/06/2024

Remember that song by Gloria Estefan, "The Rhythm Is Gonna Get You"?

Well, I disagree. It's not the rhythm that's gonna get you; it's the inner game that's gonna get you.

As Tim Gallwey, renowned tennis coach, said, “There is always an inner game being played in your mind no matter what outer game you are playing. How aware you are of this game can make the difference between success and failure in the outer game.”

Gallwey realised that many of his coaching instructions conflicted with his students' self-dialogue, interfering with their learning and performance. He found that mental distractions prevented true focus.

By exploring ways to sharpen this focus, he emphasised overcoming fear and achieving concentration.

At some level we are all playing and trying to win our own inner game. No matter how successful you are or trying to be, learning to play and win the inner game is critical to your success.

Here are some tips I've picked during my lifetime which have helped me to improve my inner game:

✅ It All Starts with You
You are always present, no matter the circumstances. Take responsibility for your actions and emotions, and remember that you are the creator of your life.

✅ See the World Through Your Own Lens
Our experiences shape our perceptions. Focus on what truly matters and how you interpret your surroundings.

✅ Purpose First, Plan Second
Connect with your authentic purpose before setting goals. Purpose drives you, while goals guide you.

✅ Embrace Patience
Great things take time. Avoid the trap of immediacy and understand that persistence often leads to success.

✅ Choose Your Peer Group Wisely
Surround yourself with people who elevate your thinking and hold you accountable. They are crucial during tough times.

✅ Adapt Your Approach
Flexibility in your methods increases your chances of success. Don’t be afraid to change your route to achieve your destination.

✅ Forgive and Let Go
Holding onto the past can paralyse you. Learn from it, but focus on the present to seize new opportunities.

What inner game challenges are you facing?
What tips and techniques do you have for winning the game?

hashtag hashtag hashtag hashtag hashtag

18/06/2024

Me,Myself and I.

Today’s board meeting.

23/05/2024

Early one this morning heading into the big smoke for a day of meetings and finishing off with with UK Employee Experience Awards.

What’s your plan today?

15/05/2024

A great couple of days as chair of the CCW UK summit.

We talked AI, CX design, Leadership and change…& I even took them through V2MOM

01/05/2024

Out in speaking - sharing insights and learning!

30/04/2024

Over in Dubai Speaking at Customer Experience Live.

Address

Solihull

Telephone

+447448294825

Website

http://www.dhruvastar.co.uk/

Alerts

Be the first to know and let us send you an email when Dhruva Star posts news and promotions. Your email address will not be used for any other purpose, and you can unsubscribe at any time.

Contact The Business

Send a message to Dhruva Star:

Shortcuts

Want your business to be the top-listed Business in Solihull?