The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly…
Tag: featured
Do you feel lucky?
I’ve just finished reading What Happened, Hillary Clinton’s book about losing the “un-lose-able election”. It took me back to an interview I saw a few…
Closing the loop: the vital missing component in complaints handling
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being…
Forget Chief Customer Officer, welcome to the new “COO”
There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a…
The future for the high street may be hugely brighter – if companies change
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is,…
How local companies are helping make Asheville the healthiest city in the USA
Have you heard of Asheville? Not too many on the European side of the Atlantic have. It is a relatively small city of less than…
The case for the government to bail out Carillion
As Carillion went into “apparent” liquidation at the beginning of this week, everyone assumed that Carillion was operating a completely broken business model and the…
Pret a Manger – A Great Customer Brand with a Potentially Uncertain Future!
So much of Pret’s history has been steeped in a customer-first tradition. It is reporting best-ever business results. Every indicator shouts “success”. So why does…