Process excellence is a way to produce successful customer outcomes. In a service economy, what you make is not the competitive differentiator, it is why your organisation exists, how you deliver your services and what you do for your customer…
The Cost of Not Improving Customer Experiences
The most recent survey by Which? of the best and worst brands for customer service in the UK highlights two critical issues for those involved in improving customer experiences. One, is where squeezing every last penny out of a customer costs so much more in the long-term and two, how the sources of dissatisfaction are not about the lack of “Wow” experiences.
Customer Experience: An Opportunity For Transformational Change?
Executive Summary Let’s start with a statement: “Boards are tasked with delivering shareholder value, by driving the bottom line” In the search for what is going to deliver this benefit, an area that is being looked at with growing interest is Customer Experience. We see Blue Chip companies announcing the creation of specific main board…
