We write two blogs – the first on customer-centricity because that’s our passion and specialist discipline; the second on life and work in the 21st Century because we are deeply interested in how we can all make working work for everyone.

January 29, 2018

When you have a lot of conversations with different customers of different brands as we do you quickly pick up on those companies that stand head and shoulders above the pack.

In the past when asking consumers which companies they think has the best customer service, John Lewis, Apple and First Direct have almost always been mentioned. However, in the last year, th...

January 15, 2018

Why is it that even very satisfied customers can leave after just one poor experience? 

Why don’t they hold the good experiences on account?

  1. It is through adversity that character is shown – Your customer is expecting you to be good, to deliver what you have promised. Meeting basic expectations gains you habit not necessarily credit. How you handle the situation...

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