Service Means Service
Good customer service is a valuable asset, especially in today's high-tech-oriented, increasingly impersonal business...
Behavioural Science?
Conventional wisdom amongst those running organizations would agree that there is value in good...
Service Intelligence
Providing outstanding customer service is one of the most rewarding yet challenging activities within...
I think we're alone now
‘I think we’re alone now’ was the title of the song by Tiffany that...
Engaging Conversations
Organizations care about employee engagement because the facts would suggest that it directly impacts...
The Customer Management Myth
Our view on Customer Relationship Management (CRM) is unambiguous. For us it is all...
Attitude Adjustment
Providing outstanding customer service is one of the most rewarding yet challenging activities within...
Customer Crazy
We have just read a report that states that 65% of 1,000 consumers surveyed...
Blind Faith Hits a Wall
We wrote a paper some time ago based on the old Chinese saying that...