“The Myth That Better Customer Experiences Cost More”
The media often promotes the idea that major companies who cut costs must be hurting their customers. We disagree. Of course cost cutting...
Creating a Positive Customer Experience Culture
Background A client of ours approached us with an interesting challenge; build a customer centric operation whilst creating the capacity...
Trust is the new black
Trust is the currency of customer centric businesses At our recent CCO Forum meeting we were fortunate to host marketing guru Don...
Five Myths of Team Leadership
Introduction - It’s about the leadership, stupid* Every manager we have spoken to in the last decade has reiterated that creating...
Myth: That Offshoring is the Only Way to Cut Costs Quickly
Offshoring is growing in Australia as the economy cools. There has been a dramatic increase in the number of customer processes sent...
Customer Service World Cup
Introduction The FIFA World Cup is fantastic viewing at the moment and we have been dazzled by the efforts of the premier 32 world teams....