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Congruence Blog

Relationship selling (as opposed to transactional selling) seeks to build trust with chosen customers in …

A staggering number of Post Covid reports refer to tired and burned-out employees.  What will …

Before going into the reasons why a customer satisfaction audit (CSA) can be very useful …

It often takes a disaster before we stop and ask: “How could that have been …

“A customer is someone with whom you have dealings.” – Congruence Training This definition of …

The big problem with verbal communication is that we don’t do it very well at …

In this article Congruence MD Paul du Toit discusses five CX drivers that are edging …

Succession Planning: A Threat or a Promise? When the King dies the King’s heir inevitably …

You and your partner are out to dinner at a fine restaurant. The leather-bound 16-page …

You don’t need to be a regular churchgoer to often hear one of life’s most …

Communication: When I attended boarding school in the early 70’s I’d painstakingly write a weekly …

A mother asks her teenager to please lay the table. She receives no response. Twenty …

Don’t you just love requests for information by email with a name, but without a …

Being human we experience a powerful compulsion to retreat from conflict that is not of …

A pool company commissioned an online sales campaign generating fresh leads that were forwarded to …

It’s an established customer service motto that it’s great for business to delight one’s customers. …

Here’s the main difference between the written and the spoken word: When you speak, your …

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