Getting Even Closer to the Customer

The Unintended Consequences of Getting Closer to the Customer

Gary reveals the unintended consequences of getting closer to the customer. It is much more than…


Thank you for your Patience: A Customer Experience Tale

Susan shares a very personal story as a customer of three Telcos and a Bank where inappropriate…


Has your Salesforce Got the X-factor?

Has Your Salesforce Got the X-factor?

With the sales team at a critical interface between the organisation and its customers, it’s…


Getting Closer to the Customer

Why Business Models Matter

In the organisation’s drive for efficiency and synergy, a focus on the customer journey can get…