Customer experience: Make it easy and then surprise me In a post I wrote in early August (Delight is over-rated, less customer effort is better) I […]
Customer experience: Make it easy and then surprise me In a post I wrote in early August (Delight is over-rated, less customer effort is better) I […]
I was talking to a roomful of business owners today about ‘Growing your business through your customers and better service’ and during the presentation we talked […]
Well, it’s been a little while in the making but one of my big projects over the last year is now complete. I have finished writing […]
There is a concept in psychology called the serial position effect (also called the primacy and recency effect) that was first coined by Hermann Ebbinghaus. What […]