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customer satisfaction


Behavioural Science?

Conventional wisdom amongst those running organizations would agree that there is value in good service. An abundance of literature exists supporting the notion…

Mark Crocker September 23, 2019

The Customer Management Myth

Our view on Customer Relationship Management (CRM) is unambiguous. For us it is all about getting the right product, to the right customer, at the right time, via…

Optimize Blog August 29, 2016

Falling in Love with Your Customers

Some time ago we wrote a paper entitled “a man who doesn’t smile should not open a shop”. The paper was concerned with the importance of customer service and…

Optimize Blog May 29, 2015

One and Done

Statistics consistently reinforce that the biggest challenge in today’s customer facing business environments is employee training. The reality is that losing…

Optimize Blog July 3, 2014