The death of high street retail? Bring it on!
The survivors of “retail hell” will be those that are prepared to change the way they think about customer experience Reports of the death of…
Tag: customer outcomes
Do you really need to be customer-friendly?
Don’t confuse being customer-centric with being customer-friendly It’s those four little words. So many senior execs have uttered them in some shape or form in…
When disruption strikes, will you be ready?
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local…
Good customer service costs you money
A “good” service is simply not good enough to effectively compete! Good service is almost certainly leaving revenue, market share and new customer opportunity on…
Speeding up innovation in the call centre
Suppliers can help speed up innovation in the call centre by changing their “sales battleground” When a customer wants to communicate or receive service from…