Personal; Reliable; Trusting – Customer Experience Lessons from Independent Businesses

When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Over the last decade, independent businesses have increasingly struggled to battle against the ever-growing tide of the corporate world. With more money, resources and power, there are not many countries on the planet who have seen [...]

Our policy says… – Why sticking to the rules can lose you customers

Who was it that said 'rules were meant to be broken'? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should [...]

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