Customer Experience found dead… Long live Customer Integration.
Involved as you no doubt are with customers, when the second millennium dawned I suspect we all harboured a hope that it might herald a brave new dawn for business too. A dawn where people (in the...
View ArticleLoyalty – cutting to the chase…
You are reading this for one of two reasons: you are lost or you are interested in customer loyalty Hopefully, it’s the second, but please carry on if it’s the first too. Read more on Loyalty – cutting...
View ArticleCustomer Service – Who’s in your mirror?
Customer Service… Who’s staring back from your mirror? Without doubt, there are some engaging debates raging within our industry at present. Personally I liken business today to the Queen in Snow...
View ArticleCan empathy be taught?
As an active LinkedIn member, I belong to many Customer Service or Customer Experience related groups. Many of the questions people continually ask, relate to empathy – the ability to genuinely...
View Article21st century job seekers
Following a recent discussion, I was led to contemplate just how different the lives of those entering the job market are in the 21st century. I personally started work in 1972 after my completing my A...
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