Despite the attention that customer service, satisfaction and retention has received over the past 25 plus years, it appears that customer care hasn't really improved. As someone who has devoted…
AnneAugust 23, 2018
How can you make your company stand out from the crowd? This is a question that many business leaders have asked themselves for years. For more than ten years, we…
AnneAugust 23, 2018
Yes, in theory, it is possible for your B2B business to grow both revenues and bottom line profits without adding more customers. How? By retaining the customers you already have…
AnneAugust 23, 2018
In a world of disruption and exponential change, there is risk that tomorrow, or at least before the product has been delivered and installed, there will be something better available.…
AnneAugust 23, 2018
In discussing Customer Care and Retention Research with potential clients, I am hearing comments reflecting 5 specific beliefs about customer research. These beliefs have evolved based on the technologies available…
AnneAugust 23, 2018
Every work day the dabbawallas pick up and deliver 200,000 lunch boxes within only a couple of hours, in a traffic-congested city whose population is more than 20 million. It…
AnneAugust 23, 2018
Process reversal can lead to innovation. Reversal thinking essentially involves reframing a process by thinking about it ‘backwards’. A good example is how we print documents . . . the…
AnneAugust 21, 2018
As the circumstances or the environment your business operates in change, you must think about repositioning or re-inventing your company so it remains relevant to your customers’ changing needs.
AnneAugust 21, 2018
There are many good arguments both for and against having a remote workforce – often, the findings of research-based arguments are contradictory.
AnneAugust 21, 2018
