Search
Taking Customer Service seriously
We constantly hear from customers that they want to be treated as valued individuals. Here’s a few ways that Tesco Mobile deservedly...
The Darkest Hour’s Aha Moment
I went to see The Darkest Hour last night and, blow me down, but right when Winston was at his most conflicted – should he sue for peace...
Your customers are always talking but are you listening?
When you have a lot of conversations with different customers of different brands as we do you quickly pick up on those companies that...
When Advocates become Detractors – how to use them to transform your business
Why is it that even very satisfied customers can leave after just one poor experience? Why don’t they hold the good experiences on...
The new tech test: Does it warrant a socket?
We are living in less frivolous times. Consumers want the new things they purchase to offer them real benefits. Alexa appears to be...
Where behavioural economics tells us to look
I love behavioural economics it looks beyond what people say they will do and why they will do it, which is normally rational but often...