E-Book: Understanding Customer Outcome-driven GDPR
The General Data Protection Regulation (GDPR) will be coming into force in May 2018. Although many businesses have plans in place to ensure compliance, a significant number have not yet…
The General Data Protection Regulation (GDPR) will be coming into force in May 2018. Although many businesses have plans in place to ensure compliance, a significant number have not yet…
We know that great customer experience leads to improved business performance, yet it seems to be a problem for customer experience improvement projects to get the kind of traction and…
People don’t want to go into stores any longer and, for the vast majority, “in-store” sales are in decline. Online shopping is the only area that is showing growth. Helen…
The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating.…
I promise in my workshops that I can teach people how to innovate. Really? Is this possible or is this simply a set of techniques that create some different results,…
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…
If you don't step in it can damage results and your reputation One of the toughest jobs in leadership can be dealing with poor performers. It's never easy, and it's…
Having worked with hundreds of businesses, senior executives and management teams one topic that is always difficult to broach is accountability. Many people don't understand what accountability is, why it's…
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…