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Customer Experience

21 May

There is nothing more important to your organisation and the relationship you have with your customers than the promises you make and keep. A customer charter should be the culmination of your promises. It should clearly state what you will and won’t do, set expectations and state how you will be...

09:00 / Communications / Customer Experience
07 May

I’m pretty much sick and tired of rhetoric from gurus telling companies they need to be WOWing their customers. The fact is most struggle just to satisfy them and until you can do that, WOWing them may as well be Mars. To my mind, there aren’t many more dangerous concepts floating...

09:00 / Customer Experience
25 May

Very little consumes and perplexes organisations more than the question of customer service. This is the organisational issue, brand issue and people issue that no company can afford to ignore. In today’s environment of sliver-thin margins of differentiation, customer service has quite possibly never been more important – so why...

09:00 / Customer Experience