Dennis Fois

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How emotion can change the way you view customer feedback

Posted by Dennis Fois

Traditionally, we’ve looked at feedback and our conversations with customers in a service environment. It’s a reactive model, though it’s the way that feedback is typically handled.
Read More June 2, 2016

Topics: Customer Feedback, Customer Emotion

Moving From Strategy to Action

Posted by Dennis Fois

A particularly interesting set of competing priorities we have is cost vs. service. When we work with new organisations, we ask whether they’re cost-led or service-led. Most will say service. But...
Read More November 13, 2015

Topics: Customer Experience

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