When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in…
I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ –…
In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a small independent invoice finance business in…
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so loyal to. You would not…
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
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 am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over…
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year…