When it comes to appointment-based businesses, customer experience is just as (if not more) important than it is in any other business.

A few decades ago, Kodak was a household name.

The change in times - Consider what the traditional customer journey used to be until fairly recently:

Take a good, hard look at your business. Are you customer-centric? Are you led by what your customer thinks, or by the bottom line?

Opening the door to feedback can be a daunting process. No one enjoys those conversations with customers where you leave feeling embarrassed, demoralised,...

Everyone makes decisions based on instincts. And everyone makes decisions based on experience. But the truly effective businesses are the ones that make...