Hey Null! It’s time for the results of our 2013 annual email responsiveness survey. You know, where we see if corporations will actually answer one dopey question from one dopey customer. You know—like thanks for being such a loyal email subscriber. Perhaps I started this off with an attitude. … [Read more...]
Customer Service, Customer Experience, Customer-Centricity: Just Fluff?
Is Customer Experience just fluff? Is all this talk of customer service, customer-centricity and customer experience merely fluff? That is the question that someone put to me recently. Allow me to answer that question from a practical perspective – lived experience at the coal face. Imagine you … [Read more...]
CRM – A new idea?
How CRM has gone from a way of acting, to a type of software and back to an ethos. Ask any business salesperson or manager what CRM is and chances are you will get an answer which makes some reference to a piece of software a company uses to facilitate sales and track calls etc. within the … [Read more...]
What Made The Apple Store Experience a Memorable One?
It was early on a Saturday morning when my daughter and I turned up at the Apple store in Reading. What grabbed my attention? The store showed up as clean, bright, open, uncluttered, and spacious. I also noticed that there were many customers there. Amongst each group of customers there was an … [Read more...]
Most of what passes of as CRM is not CRM
CRM as practiced is not CRM. CRM is about taking the seed of the initial enquiry, inital order, intial sale and turning this into a mutually beneficial relationship through hard work. Work that creates value for the customer AND which allows the supplier to take a share of this value and put it … [Read more...]
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