Customer service | Adrian Swinscoe

February 18, 2020

February 18, 2020

If you don’t ignore your customers and create a service culture then you won’t have to worry about the competition – Interview with Micah Solomon

Today’s interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world’s leading experts on customer service, […]

February 10, 2020

aaron blanco tejedor VBe9zj JHBs unsplash

February 10, 2020

We shut down the use of profanity in customer service interactions. But, in doing so are we in danger of missing something?

From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can […]

January 31, 2020

January 31, 2020

2020: The year of the customer

This is a guest post by Janelle Estes, Chief Insights Officer at UserTesting. Why putting customer experience to the forefront of strategic decision-making will be essential […]

January 27, 2020

January 27, 2020

A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of […]