May 21, 2012 May 21, 2012Personal engagement develops loyalty and trust.This is the sixth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]
May 14, 2012 May 14, 2012Connecting the dots of word of mouth, customer loyalty and customer serviceA recent piece of research from Clickfox got me to thinking about word of mouth, customer loyalty and customer service and if we should be thinking […]
May 8, 2012 May 8, 2012Focusing on customer loyalty has allowed us to fundamentally change our business modelThis is the fifth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]
April 30, 2012 April 30, 2012Customer Experience: Is it time that you gave your law firm a caffeine shot in the arm?In a recent post (Change is happening in the legal sector, law firms need to pay heed and deliver a better client experience if they are […]