Identifying the seven service wastes killing your business efficiency

You may already be aware of the  forms of waste in industries, but what about other industries where Read more

Could You Survive If 25% of Your Customers Left Tomorrow?

Most businesses are not designed on big enough margins to sustain this kind of a hit – yet they risk it every Read more

When Sorry Isn’t Enough To a Customer

Did you know that, generosity is a good service policy whenever your customers need help. If they need help Read more

Are You Keeping up with Your Customers?

Focus on Keeping Up with Your Customers, Not Your Competitors. Every company these days seems to

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Customer Experience Flaws that Predict a Company’s Failure

Brands should aim to create customer experiences that find the sweet spot where both relevance and value are present. After all, just because something is relevant doesn’t mean it’s actually worth something to the Read more

Did you know, No Customer Service – No Sale

Okay let me ask, have you ever left a store without buying what you went there for? Make sure it doesn’t happen at your store or business. Read more

Why blaming your agents for call center breaches will not help

Whilst it’s commonly understood that the greatest risk of a breach comes from the employee, blaming your agents is never the right route to take. Call center agents are human. They are careless, Read more