55 | 55 | 5.9 | 81 Every year we follow our own advice. We ask ourselves and our clients: “How did we do?” Just like our own clients, we never quite know what to expect until all the numbers are in and until we have read all the verbatim comments. It’s always nerve-wracking waiting […]
This blog is about a well-known business concept called the Service Recovery Paradox (SRP). What’s SRP? It’s a pretty simple theory. A good recovery following a service failure can turn angry, frustrated customers into loyal ones. Service managers have known about this paradox for years. The concept was first discussed in a popular Harvard Business […]
Most people understand implicitly that good Business to Business (B2B) relationships are built on a strong foundation of trust. But if Trust is so important, why do so few companies measure it? It’s a question that has always intrigued me. I must admit that I’m still struggling to find the answer. The fact is that […]
Interested in a Free Book for your Late Summer Holistays? Of course you are! Everybody likes a freebie. A free draw. Sitting on the beach; chilling out; reading a book. But which one? Or which beach? Given all that’s happening in the world at the moment, few of us are traveling long distances to get […]
When we wrote Customer at the Heart, my co-author Peter Whitelaw and I interviewed several senior executives in large international B2B companies. Some were CEOs. Others were Sales Directors. Many were CX Directors or Chief Customer Officers. To be honest, the really fun part of writing the book was the interview process. Assembling all those […]