True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die.
Word of mouth’s growing importance Consumers have always valued opinions expressed directly to them. Companies may spend millions of Euro’s on elaborately conceived advertising campaigns, yet often what really makes…
Companies that provide poor customer service can’t ride out the situation Companies these days must understand that everybody has a voice. So the best way to avoid a public relations…
The social media world has turned into a venue where really upset people who used to never really have a voice now have a way to make your company suffer…
Wake-Up – Take customer experience seriously! Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for money, and the…
“Mom and Pop” offered convenience The “Mom and Pop” businesses in our neighborhoods have always followed sound and pragmatic business practices, rooted in developing, maintaining and strengthening relationships with customers….
Customer experience is becoming an important business differentiator We’re living in the digital equivalent of the Big Bang. Consumer technologies and behaviors – from in-store price checks on smart phones to…
Social media has played an important role both in the recent wave of mobilisations in the Arab world and in protests across Western countries, such as the Occupy movement across…
Brands are expected to address issues as they arise online Social media is a powerful tool for businesses. It helps them connect, engage, and establish trust with current and prospective…
Social media is transforming customer service With the explosion of social media prompting a dramatic change in how people interact with each other and brands, customers are turning to social…
In today’s highly technological world where information is at consumers fingertips via the internet, online reputation is a very important factor that can and will help a business grow or…
