I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the 'tangible' value focusing on the Customer [...]
‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?
I have often wondered how bad things need to be for organisations to recognise that they have a problem. Hopefully it is not at the point that there is a loud knock on the door with a large van outside waiting to remove valuables from head office! In a world where most large companies profess to [...]