When statistics hide the truth about customer complaints
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…
How to get your tentacles into Customer Engagement!
I'm often challenged by brands that want to engage their customers online. If only they could get past customers involved. And how? Especially if some large groups of customers are…
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CX Heroes and Villains: Rail and Energy
UK rail companies have come in for a battering recently – and rightly so: their performance has been devastatingly bad. Last Wednesday alone Anne Widdecombe made some pointed comments in…