The New Qualities for Customer Service Excellence
The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company claims to be customer centric, they must not just talk the talk, but walk the talk too. The pandemic gave many...
Adopting a Customer First Strategy. Even the Police Can Get it Right!
In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. A few years ago they...
Packaging: Are You Using This Free Channel For Communicating With Your Customers?
Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? Or both...
10 Ways to Improve Customer Centricity Today
Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the heart of your business in everything you do. But that’s easier said than done because your customers are constantly changing. I think...