The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a…
There are attractions in the subscription model, but only if it’s genuinely customer-centric Somewhere along the road from a government department to an FTSE100-floated plc, BT stopped referring to its…
It’s nothing to do with the customer One of the craziest, most limiting roles to have emerged in recent years is Customer Success Management. It’s a relatively new position –…
When a great customer experience isn’t the only answer A few weeks ago, I wrote a glowing account of my post-Christmas experience with bed supplier Warren Evans and, more recently,…
I first visited Jakarta twenty years ago. Hot – often unbearably, noisy, sometimes smelly, but balanced by a dynamic vibrancy, plenty to do, nice people and a rich culture. The…
We all know that improved customer experience can drive a massive increase in business performance, but how does this show up in practice? Drawing on a number of recent examples…