strategic management

March 19, 2018

A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson

Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about […]
January 4, 2016

Can we stop talking about customer experience and digital transformation?

I was talking to a senior executive from a global financial services organisation the other day and we got onto the subject of organisational transformation programmes, […]
March 12, 2014

Your future is in your hands

Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on businesses worldwide. […]
August 21, 2012

Customer service drives repeat business and higher customer lifetime value – even Shell now gets it

There was an article in the Daily Record last month (Store bosses tell staff to put customers first to win business) that caught my eye as […]