Learning from the Front

By chris03-Feb-1809-Mar-18 Case Studies Leave a comment

Learning from the FrontWalking the Talk In the world of client service and customer experience I hear business leaders who are great at talking the ta Read More…

Vodafone’s Disgusting Customer Service

By chris16-Feb-1515-Feb-18 Case Studies Leave a comment

I’m now embarrassed to admit this but we have been a residential customer of Vodafone’s for the last 5or 6 years. During this time the only contac Read More…

Don’t Tell Me I’m Important……

By chris12-May-1409-Mar-18 Case Studies Leave a comment

Be Up Front There is nothing more damaging to a brand than a marketing message that continually tells customers how important they are to the company Read More…

The Right People in the Right Seats

By chris07-Apr-1409-Mar-18 Case Studies Leave a comment

How did it make me feel? Research clearly shows that a large percentage of a great customer experience is how it makes you feel. Yesterday I felt real Read More…

When customer’s talk about you today, the world listens

By chris25-Mar-1409-Mar-18 Case Studies Leave a comment

Positive word of mouth is today most powerful form of advertising. Negative word of mouth can put you under. At a dinner recently the power of custome Read More…

Customer Experience Strategy Includes Everyone

By chris14-Mar-1409-Mar-18 Case Studies Leave a comment

Total Involvement is Vital One of the reasons businesses are not gaining the rewards from the customer experience development programmes is the failur Read More…

A Satisfied Customer is No Longer Enough

By chris26-Feb-1409-Mar-18 Case Studies Leave a comment

Customers Expectations Twenty years ago the focus was on meeting customers’ expectations. In today’s increasingly competitive and commoditised wor Read More…

Mapping Customer Experiences

By chris16-Feb-14 Case Studies Leave a comment

‘We Don’t Do Umbellas’ A recent experience with a NZ rental car company showed clearly how vital it is to appreciate and respond to customers’ Read More…