People not process will turn your complainers into raving fans
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s a moment of truth that…
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s a moment of truth that…
Did you have a good Customer Experience Day? What? You didn’t realise it was happening? Strange! I thought it was up there with Pancake Day, Mothers’ Day, Fathers’ Day and…
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question…
Who can you trust these days? In an era of ‘fake news’ and everyone’s opinions masquerading as facts, it’s a relevant question. I just read a great Fast Company article…
Priti Patel’s much-publicised forced resignation as International Development Secretary the other week, for not disclosing the extent of her holiday meetings with senior contacts in the Israeli government, illustrates the…
If there’s one thing that makes my blood boil - It’s seeing a company get away with providing repeatedly poor service and get away with it. No apparent sanction. No…
Do you remember how Dove not only shot themselves in the foot but then carried on and removed a couple of toes for good measure? To many it was always…
I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit…
In identifying Supercompany Thinking as the mindset that underpins high-performing companies, we’ve stressed that it’s not what these companies do but more importantly how and – most significantly – why they…