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…
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get a morally-dubious pleasure in watching…
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…
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying to convince his senior management…
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…
Gordon Tredgold, NextTen Director of Customer Experience Leadership, recognised Our resident leadership expert Gordon Tredgold has just been selected by Influencer Marketing Hub as one of their Top 12 Incredible Personal…
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…
The future of employee engagement is in-house Champions. Google does it, SAP does it, Even little companies do it, Let’s do it, let’s get a Champion (with apologies to Cole…
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…