This post originally appeared on my Forbes column. A few months ago the Consumerist.com website posted a story: To Resolve Some Customer Service Problems, Just Call Back. […]
There was a story in the press recently about Ryanair, one of Europe’s leading low-cost airlines, about how the CEO, Michael O’Leary, is going to start […]
This post describes an experience that I recently had with my water company, Southern Water. I think it illustrates how many companies organise themselves but what […]
Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, […]