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Under-promise to over-deliver
Nothing destroys a business’s credibility faster than not delivering on a promise made to a customer. This can be at a brand level...
What is the benefit of being customer-centric?
What’s the benefit of being customer-centric? Here are two ‘show me the money’ success stories demonstrating how two new entrants have...
Taking Customer Service seriously
We constantly hear from customers that they want to be treated as valued individuals. Here’s a few ways that Tesco Mobile deservedly...
The Darkest Hour’s Aha Moment
I went to see The Darkest Hour last night and, blow me down, but right when Winston was at his most conflicted – should he sue for peace...
Your customers are always talking but are you listening?
When you have a lot of conversations with different customers of different brands as we do you quickly pick up on those companies that...
When Advocates become Detractors – how to use them to transform your business
Why is it that even very satisfied customers can leave after just one poor experience? Why don’t they hold the good experiences on...