Stringent policies and procedures frustrate your colleagues and customers alike. Often the best customer experiences come when employees feel they can stand in front of the rules.
Getting people to like your brand doesn’t always start with a flashy advert. In fact, it could start with their CV.
Creating a team of identikit colleagues may well be good for compliance, but it’s not good for creativity. And after a while, your best people will get fed up, and leave.
Throughout history, the close relationship between innovation and illegality has created great progress – and a great headache for the incumbents and regulators.
The future’s already here… with a summary of the best (and worst) of the 2019 trends reports.
Good customer experience leads to commercial success. And that means making it easy for customers to join you.
Companies spend huge amounts of time and money stopping their people from being human – yet being human is exactly the thing that makes for a great customer experience
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.