customer focus

December 8, 2020
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Have you got what it takes to be a phoenix in the new, never normal?

Back in February, I had the pleasure of talking to Mark Curtis, Chief Client Officer at Fjord and Head of Innovation for Accenture Interactive about their recently published […]
December 5, 2020
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The secrets behind tapping into your customer’s imagination – Interview with Chip Bell

Today’s interview is with Chip R. Bell, a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of […]
November 12, 2020
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Changes to customer behaviour that brands need to pay attention to as we approach the holiday season

Back in April, I wrote an article that gathered results from several research sources and attempted to describe how the coronavirus pandemic was changing customer behavior. […]
November 4, 2020
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To deliver better customer experience brands need to develop an empathetic musculature

Over the last few months, there has been much talk about how an organization’s ability to deliver great service and experience to their customers is dependent […]