Liliana Petrova finds no amount of champagne can make up for poor service "Wow Moments" are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance,…
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…
You need to brush up your sales techniques to get the right focus Have you heard any of these from senior stakeholders in some shape or form? “I have 25…
We've all heard the expression the "customer is always right," which isn't necessarily true. More importantly, we need to understand that not every customer is the right customer for us.…
A great day of varied speakers today. The common thread that ran through the conference, as pointed out by chair Ian Golding was how to manage and balance the polarisation…
Don't confuse being customer-centric with being customer-friendly It’s those four little words. So many senior execs have uttered them in some shape or form in virtually every first meeting I…
Aly Richards finds it's the best way to understand the competition Have you bought your competitor's product? This might sound like madness, you probably do competitor analysis if not regularly…
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to achieve demonstrable results and you…
Good customer experience leads to commercial success. And John Sills finds that means making it easy for customers to join you If you’ve been within earshot of me in the…
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their…