The power of No
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to…
Using data to improve customer experience
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
The one thing most leaders forget about accountability
While it’s true that Accountability starts at the top, and that if leaders don’t walk the talk, and meet their commitments, it will be almost impossible to create a culture of accountability. Yes, if…
Is your business customer obsessed?
If you’re not running a customer-obsessed business, you might be missing out. I have noticed many companies are focusing on being customer obsessed. What does that actually mean? Well, in…
Improve your customer service with more “gorms”
A distant reminder of Candid Camera is nothing to smile about. As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of…
Trust – the embodiment of customer experience
Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life…
No. 1 cause of business failure
It’s amazing how many different things get blamed for why businesses take a nosedive. Whether it’s the teams, products, marketing, sales, the banks or even in some cases I have…
Making customers feel welcome is so easy but why is it still so rare?
A "non-toxic" theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier…
Is it possible to cut staff costs without firing people?
Keeping costs down is a priority for all businesses and that means eliminating any waste and constantly looking for ways that you can do things cheaper. But there are certain…
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…
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