A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
For firms that sell through intermediaries, the issue of “who owns the customer” can be controversial. More important is “who owns the customer experience?”
The key to demonstrating Customer Experience ROI is to look at long-term performance.
Finally, an airline delivers a holiday surprise that’s not a flight delay.
To rank or not to rank? What’s the best way to differentiate employee performance?
Now here’s something novel: a company standing up for its employees.
Announcing a new Watermark educational program that helps leaders navigate customers and employees through change.
Insurance providers that focus principally on claim handling are essentially resigning themselves to a mediocre customer experience.
The company that pioneered ultra-low cost, no-hospitality air travel is encountering some turbulence with its strategy.
An ultra-low cost, no-hospitality airline is encountering some turbulence.
