How much do you really understand your customers’ needs?
When it comes to customers with any form of impairment the answer is most likely not enough As my previous articles on accessibility have shown, the experience for a customer…
Little things mean a lot when it comes to great service
You won’t find this outstanding service approach in any handbook Mr M Ward is a customer service guru - but not in the traditional sense of the word. You will…
Customer service basics can make all the difference (part 1)
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it's the basics of customer service that can make the difference between customer loyalty and…