The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer… Read More »RoI from CX: it’s (not) the numbers, stupid!
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get… Read More »Customer success: the cornerstone of “21st Century Capitalism”
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an… Read More »When statistics hide the truth about customer complaints
It’s a natural tendency, but you should worry about the consequences Like many people I’m sceptical about the labelling of what people – typically leaders… Read More »Is your business built on “alternative facts”?
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s… Read More »Build a community and you won’t need customers
The hand-held holiday is almost here My wife and I are in the basement of an apartment hotel on a sweltering July afternoon in a… Read More »‘App-y holidays still require the personal touch
Time taken to establish a rapport with customers is not wasted I don’t think the best way to celebrate the National Health Service’s 70th birthday… Read More »Small changes can make a difference: a birthday present to the NHS