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The value of transparency or why I am no longer mad at BSkyB
Ok, you have just got a new customers and you want to keep that customer happy: you want to keep her and thus build an annuity stream from her. Looking at the situation from a service centred (and I...
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“Ridiculous!”: Does Your Organisation Treat Customers This Way?
I have been helping one of my clients grapple with growth challenges. During the course of our conversations we got around to looking at the business from the standpoint of customers. As such, I asked...
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CX and the Art of Getting & Keeping Customers
The Story: How I Ended Up Moving On From My Favourite Cafe I walked in to my favourite cafe and greeted the fellow behind the counter by his first name. He was so happy to see me that he smiled a huge...
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