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Firing customers – Are we looking at this right?

May 14, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke

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Customer Experience… a better name for Marketing?

September 21, 2011

You might be reading the title of this blog entry thinking “Wait a minute? Is this guy serious?”

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