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Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems!
As we are now well into 2015, I have read with interest articles about how things have potentially improved or how some things or sectors have continued to deteriorate. UKCSI results headlines are hot of the press are the results are a little concerning, although there are some seeds of positivity in there too. The … Continue reading →
Bothered, am I bothered, can I really be bothered! Gosh I sound like Catherine Tate! Perhaps the new measurement system for measuring Customer Experience should be the bothered index! Do companies really care about our Experiences? UKCSi: Over the last few days, I have been pondering on why we are seeing declines in Customer…