The customer is always right” is an age old adage. With the advent of the digital era, what has changed is not the sentiment, but the impact of this maxim: get it right and all is well; get it wrong and you will be held publically accountable due to the...
Everybody is talking about the customer experience to drive satisfaction and revenue. So, what does an organisation have to do to deliver on this? Here are our thoughts: Have a clear vision of the customer experience which is aligned with the business objectives....
