The Five Myths of Omni Channel
Omni Channel – Harder than it sounds Many companies are talking up their Omni-channel strategies and capability. It is certainly getting...
Myth: Customer experience improvement is all about feedback surveys
Feedback Frenzy Everyone seems to be jumping on the feedback band wagon. As customers we are often asked what we thought of that last...
“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...
