Is your Customer Experience (CX) Strategy Purely Academic?
The 2018 Consumer Action Monitor Report (CAM) from Ombudsman Services highlights a growing trend in consumers; Passive Consumer Action . The Report shows that despite the trend for businesses to flirt
Defining your Brand; are you looking in the right place?
Having worked in the area of Brand for several years, I’ve seen how many different businesses choose to approach this most basic of strategic questions; what is our Brand, and
What price Customer Happiness? The quantifiable cost of qualitative Customer Experience.
At first consideration, Customer Happiness can appear a purely qualitative idea with little place in quantitative business considerations. A ‘nice-to-have’ rather than a basic requirement; and certainly not something which
