You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer…
Great news for Tesco. They are reporting best-ever sales growth at the end of last quarter for more than 5 years. With Christmas sales above expectation, their company is excited…
I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit…