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…
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…
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…
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…