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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

Service Intelligence

Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…

Mark Crocker May 27, 2019

I think we're alone now

‘I think we’re alone now’ was the title of the song by Tiffany that reached number 1 in many countries back in 1987. It was originally written for, and released…

Optimize Blog May 1, 2017

Engaging Conversations

Organizations care about employee engagement because the facts would suggest that it directly impacts their bottom line. Don’t believe us? Well recent and consistent…

Optimize Blog April 10, 2017

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

Attitude Adjustment

Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…

Optimize Blog April 25, 2016

Customer Crazy

We have just read a report [1] that states that 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.…

Optimize Blog December 11, 2014

Blind Faith Hits a Wall

We wrote a paper some time ago based on the old Chinese saying that “A man who doesn’t smile should not open a shop’. For those of you interested you can find…

Optimize Blog July 24, 2014