ComplaintsService Recovery vs. ‘Right First Time’ – Which is better? Posted on February 13, 2014March 18, 2019
Customer ExperienceInertia should never been mistaken for loyalty Posted on February 12, 2014March 18, 2019
Customer ExperienceFriends and Family Test – Will NPS® work for the NHS? Posted on February 8, 2013March 18, 2019
Customer ExperienceDid Mary Portas get it wrong? Could good Customer Service result in a bad Customer Experience?… Posted on November 27, 2012March 18, 2019
Customer ExperienceCustomer Experience Management – The O2 Way Posted on September 28, 2012March 18, 2019
Customer ExperienceCustomer Experience – More Than Service Posted on September 24, 2012March 18, 2019