Insights
You May Be Digital, I Am Still Human
There is no doubt that contacting the organisations we do business with has become considerably easier since the birth of the contact…
You May Be Digital, I Am Still Human
There is no doubt that contacting the organisations we do business with has become considerably easier since the birth of the contact…
Digital, Meet Analogue
Our online and offline experiences have officially merged. Amazon, that bastion of online sales and service, now has its own bookshop made…
Digital, Meet Analogue
Our online and offline experiences have officially merged. Amazon, that bastion of online sales and service, now has its own bookshop made…
Can We Handle The Truth
Jack Nicholson as Col Jessep famously said, ‘You can’t handle the truth!’ (A Few Good Men, 1992) and maybe he had a…
Can We Handle The Truth
Jack Nicholson as Col Jessep famously said, ‘You can’t handle the truth!’ (A Few Good Men, 1992) and maybe he had a…
Complaint Conversations
We know what is going through your mind when you read that heading: ‘Justice – what has that got to do with…
Complaint Conversations
We know what is going through your mind when you read that heading: ‘Justice – what has that got to do with…
Why Do Companies Turn Service Conversations into Complaints
Why does a simple service conversation about something that went wrong get turned into a formal complaint? As a customer, you may…
Why Do Companies Turn Service Conversations into Complaints
Why does a simple service conversation about something that went wrong get turned into a formal complaint? As a customer, you may…
A Salesforce of Mixed Abilities
We’re approached by many sales organisations who have suffered from frustrating legacy organisational challenges. They have to overcome these challenges to progress,…
A Salesforce of Mixed Abilities
We’re approached by many sales organisations who have suffered from frustrating legacy organisational challenges. They have to overcome these challenges to progress,…
Complaint or Conversation
Do you use the term ‘complaint’ when you make contact with a company after receiving a product or service that you find…
Complaint or Conversation
Do you use the term ‘complaint’ when you make contact with a company after receiving a product or service that you find…
B2B Sales Leaders and Managers
A new product or service is launched. Ambitious targets are set. Marketers work with their agencies on campaigns, collateral and channel support….