At a conference recently, I asked the audience to raise their hands if they knew what their business’s online reputation was right now. 

As 2018 comes to a close we are all turning our attention to 2019. As with every year, we set our plans and goals for the year and most business have...

The new wave of younger customers has been challenging the paradigms of what is required of businesses when it comes to customer experience. Call them...

There are no positive customer outcomes without engaged employees who care. We often get caught up in measuring and analysing customer experiences through...

No business wants customers to leave, that’s common sense. But, in order to keep as many customers as possible, businesses need to know what customers...

Mindset of the modern customer, global consumerism and the perpetual business growth drive have contributed to a overarching culture of buying things...

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?

Being customer-centric and focusing your efforts on the customer experience you offer is the best approach to serving your customers. Collecting feedback...

You’re in a shop and you experience some brilliant customer service; the staff go above and beyond to help you. When you leave the store, what do you do?...

Negative customer feedback is something a business can never truly escape from. It’s the wasp in the room, the Christmas decorations in October, or the...