American Schmaltz or European Laissez-Faire?
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, that concept is as mythical and woolly as the mammoth. The man...
Read MoreCustomer Experience Management Workshop
Just a reminder that our Customer Experience Management Workshop will be taking place on 26th and 27th Feb at QUB. Click here for details.
Read MoreCustomer Experience Management Workshop
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 successful companies utilize this by...
Read MoreI Am Not a Number
Today competition for customers is fierce and customer power is on the increase. But what are customers to you? Information to be managed? Or people to be engaged? There are two answers. The old one is called Customer Relationship Management (CRM). CRM is a process by which companies capture, store and analyze information relating to all parties in any business transaction – vendor,...
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