A man walks into a shop.  He lifts a bacon-and-egg roll, a banana milkshake, and a Finger of Fudge choc bar.  He then walks up to the counter to pay.  Nothing remarkable so far.  Except… this is Northern Ireland.  Here, regular customer service is a tale told by weary travellers.  As for exceeding customer expectations, [...]

Just a reminder that our Customer Experience Management Workshop will be taking place on 26th and 27th Feb at QUB.  Click here for details.

The 21st century marketplace is brutally competitive. Recent research confirms that customer loyalty is more a result of how customers feel about doing business with you, than what they think about your products or services. Companies that satisfy their customers here gain their clients’ loyalty in the form of repeat business and referrals. The most [...]