A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Prospective employees are an often ignored CX constituency – but there are huge advantages to treating them, and impressing them, like you would a customer.
Firms invest a lot of energy (and money) into incentives for sales staff, but rarely apply the same focus to their service staff.
Differentiated customer experiences are especially important during recessions, helping businesses to better weather, and bounce back, from economic downturns.
