Where did it all go wrong!!

In this industry we’ve gotten complacent. We’ve let the scorecard, the spreadsheet, the process rule and we’ve rejected real life customer experience, growth, advocacy, referral. We’re focussed on net adds, EBIT, and we’ve forgotten the one thing which produces both – CUSTOMER!

Read more
We know what good looks like, right?

My idea of customer service centres around the principle of excellence. Many things must contribute to excellent service, right across the business. Every team, every department and every individual must have customer at the heart of what they do.

Read more
Keeping your best agents for the Cancellations Team?  Really?

My business partner & I recently met up with a friend we’d not seen in a few months.  As we were catching up, we were telling him about the new management consulting business we’ve started centred around our expertise in delivering customer growth.  Clearly, the customer experience has to be at the centre of the […]

Read more

Experience surpasses mere knowledge!