Five Forms of Friction Fighting
Five proven techniques to follow a frictionless strategy Summary In our last paper we argued that removing friction for customers was a...
Frictionless ticks all the boxes
Why all consumer facing organizations should try to be Frictionless – because it is better for customers and cheaper Summary: This paper...
2021: The Year in Review through our White Papers
2021 White Papers Recap It’s always interesting looking back over the year to see if a theme emerged in our white papers or whether the...
Solutions to Common Resolution Obstacles
Three key methods to increase satisfaction from resolution In part one of this paper (see “The resolution holy grail”) we described how...
Five Lessons Learnt from Customer Leaders at the Chief Customer Officer Forum
The real value of connecting properly with customers The theme of the 34th meeting of the Chief Customer Officer Forum in October was...
The Resolution Holy Grail
The First Contact Resolution Conundrum When a customer picks up the phone, starts a chat, sends an email or heads to a branch, they do so...