David Johnson
David Johnson
David is an experienced management and technology consultant specialising in major customer-centred programs of change with a speciality in contact centre transformation and design. He leads our Contact Centre services practice. David has led numerous initiatives that have delivered significant improvements to his client's business results.
Don’t rely on NPS, drive profitability directly from your customer experience management program
Customer Experience Management (CEM) programs often struggle to justify their existence, with business cases based on the premise that satisfied customers or brand advocates...
Satisfied customers are good… Hopping mad they’re even better!
Bill Gates once famously said, "Your most unhappy customers are your greatest source of learning." Often they're not a lost cause. Your strongest friendships...
Four tips to omni-channel success
Creating seamless omni-channel experiences is a topic that is front of mind for many of our clients, so I thought it would be useful...
Why brand values should be integrated into every customer touchpoint
Porsche recently announced that it made £13,061 (AUD$21,656, US$20,422) of profit for every car sold in the first three months of this year. To...
A lesson in service culture for the price of a coffee
I saw a lesson in service culture first hand the other day. Waiting for my morning coffee, I observed the café proprietor coaching a...