“Companies earn the bad attitudes of their people.”
That is certainly a statement that doesn’t pull any punches! And, if it is true, then the Towers Perrin 2007 Global Workforce Survey revealing that … Read more
customer delight
The Customer Is NOT Always Right
I have always thought the statement “The customer is always right” was a rather sweeping presumption that was at best questionable and at worst downright … Read more
Who drives customer experience?
Business is ultimately about meeting the customer’s needs, which is why for so long ‘Customer Satisfaction’ has been the primary CRM measure. Yet surveys indicate … Read more