The Fundamental Point Missed When Improving Customer Experience

The successful rise of tech-first companies such as Amazon and Uber have taken service delivery and Customer Experience to new levels. This has bought into stark focus the quality of service provided by longer-established companies. Customers now expect the same high...

The Three Truths of Company Reputation

Like it or not, we’re all service businesses and reputation is everything. There are three truths about a company’s reputation which mean you’re only as good as your last customer’s experience. Every business, no matter what, has customers who have needs...