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 20, 2012 April 20, 2012Client relations – A phone call is worth 10 emails. A meeting is worth 100 callsThis is the fourth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]
April 17, 2012 April 17, 2012Queuing for customer service from a call centre is rubbish. No more?In an ideal world when we have a problem with something we have bought most of us still would prefer it if we could pick up […]
April 13, 2012 April 13, 2012The emotional component of customer experience: the next competitive battleground – Interview with Qaalfa Dibeehi of Beyond PhilosophyFollowing hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service, […]