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When Technology Gets in the Way of Customer Service

Article by on July 30, 2014

It is increasingly rare for customers to complete retail or service transactions without swiping their own credit cards or engaging with point-of-sale terminals. From hotel check in kiosks to tableside tablet computers in restaurants, firms are implementing …

Are Sales Conversations about Discovery?

Blog post by on July 30, 2014

I see that often, people don’t really know how to walk through discovery process. A sales guy is out there and that old A-B-C, always be closing, is in the back of his mind. He’s judged that …

Kicking Your Customer Experience Up A Notch

Blog post by on July 30, 2014

My day kicked off with this inspirational quote from Marie Forleo: In every corner of our day, we have the chance to express our creativity and bring light into people’s lives. When it comes to customer service, we …

Customer Strategy Infographic

Blog post by on July 30, 2014

It goes without saying that if your organisation pledges to become more customer-centric, you need to innovate your business model through a customer-centric lens. Customer-Centricity is all about the organisations ‘way of work’ or the ‘business system’ …

Playing games can improve your skills

Blog post by on July 30, 2014

Sixty-five-year-old Ann Lindsey was starting to worry about how easily she got distracted from whatever she was doing. “As you get older, it seems harder to do more things at once,” she says. Then she enrolled in …

Owning the Customer Agenda

Blog post by on July 29, 2014

The tried-and-true formula we’ve all seen when there’s a problem area in a company is this: hire someone, staff up, and let them run. But throwing head count won’t cut it for customer experience work. This isn’t …