Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the…
Tag: Article
Reconstructing the concept of feedback and difficult conversations
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid…
Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations…
Is inclusion and belonging a leadership mindset?
I am not going to reiterate the neuroscience and psychological research behind the increasing awareness that inclusion and belonging are essential conditions for high performing…
How to ensure your refund experience creates happy and loyal customers
Ever wondered why companies so often have great products and create fairly good in-store experiences but when the customer wants to return items, it seems…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share…
Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries…
Applying journey analysis to determine the impact of an ERP merge
I was recently asked to join an ERP merge project as my client was concerned that they didn’t have sufficient and appropriate change management and…
The future of travel we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many…
How to build trust and engagement by being social
Did you know that 84% of CEOs in Europe and 94% in the US use social media? Did you also know that 80% of senior…
