Amanda Davis

Can Sergio Bucher transform Debenhams Customer Experience?

As I went for my Saturday morning run this week, I ran along the river in Guildford and passed the imposing building that has housed Debenhams for many years. We’ve seen the announcements about Debenhams this week in the news. Interim results were ‘unexceptional’...

Trust is the word – why a customer centric company builds the trust of...

Trust is earned, each day and cumulatively, through actions and the way that an organisation engages with both employees and customers. Last month my windscreen cracked for the second time in six months thanks to a rogue stone on the M40. I’d had a shocking...

How to align your customer promise with your company culture

Zappos, the world’s largest online shoe retailer, bought by Amazon for not far off a billion dollars in 2009, has 500 employees in a call center in Las Vegas who have all received seven weeks of intensive training on how to make customers happy. The...

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