When to cut your losses
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called habituation and how it helps…
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have…
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid of those terms because they…
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize…
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.…
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…
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…