Posted by Mike McMaster
Today’s Regulators are a far cry from the swiftly deputised cowboys of 1st March 1878 who dispensed “justice” by rifle, and ended up finding themselves on the wrong side of the law.
Read More
November 18, 2014
Topics:
Customer Feedback,
Regulated Industries
Posted by Maria
A few years ago I found myself enjoying a rather smart meal on a cruise ship, whilst being thoroughly patronised by the Marketing Director of a UK Train Operating Company.
Read More
November 14, 2014
Topics:
Customer Feedback,
Customer Experience
Posted by Mike McMaster
I have just opened a new bank account. The first one in over 25 years. And all my fears about snail-pace bureaucracy, unintelligible forms, endless call management options (press 1 for a service you...
Read More
November 12, 2014
Topics:
Customer Experience,
Blog
Posted by Mike McMaster
Or 80% of calls answered in less than 5 minutes? Nothing in life is certain except death and taxes. And the latter can drive you to yearn for the sweet release that only the former can bring.
Read More
November 11, 2014
Topics:
Blog,
Customer Engagement,
Customer Emotion,
Customer Effort
Posted by Mike McMaster
We've all seen the statistic that says that 4% of unhappy customers will actually go on to tell the company about their problem - clearly a huge problem for any organisation.
Read More
November 10, 2014
Topics:
Customer Feedback,
Blog
Posted by Gareth Rees
Have you seen the TEDx talk Logan Laplante gave on Hack-Schooling?
Read More
October 29, 2014
Topics:
Customer Feedback,
Blog,
Hack-Schooling
