service profit chain

May 5, 2015

Are you disrespecting your customers and your employees?

Based on the Gallup World Poll, a huge study of over 800 thousand people across 158 countries, Weiting Ng of SIM University in Singapore and Ed […]
December 22, 2014

A conversation about customer service and customer experience – Help.com Interview

View image | gettyimages.com This interview was originally published on Help.com. Help.com recently had an opportunity to catch up with Adrian Swinscoe. Adrian is a customer […]
November 14, 2014

Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect

Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew […]
November 7, 2014

How to build a customer loyalty programme that works

Kasia Moreno, editorial director at Forbes Insights, wrote a post the other day called Why Do Companies Undervalue Customer Loyalty?, which recounted an all too familiar situation. […]