“Do what you do so well that they will want to see it again and bring their friends.” Walt Disney Let’s put this under the microscope. It’s a fairly general quotation but promises an outcome based on your company’s behavior. … Continue reading
AbuseRank. BadRank. Call it what you will but Google is now threatening to add penalties to firms with a poor online reputation. Customer experience and service teams need to consider how this will affect them. The story has been done … Continue reading
It’s a fact that brain storming in the traditional sense does not work. Those who are shy or retiring fall to the back, whilst the loudest and more forceful push their views on the group. Customer experience planning needs to … Continue reading
Whilst both disciplines are ultimately responsible for increasing customer satisfaction and improving the organisation’s profitability, there are key differences between them. To illustrate from the customer/client’s point of view: The customer walks into the shop and is immediately welcomed by … Continue reading
