Tag Archive for: customer service

Forget David Vs Goliath: Meet Today’s Empowered Customer

Recent years have seen the balance of power shift rapidly away from organisations and to the individual, writes Michael McQueen.

The Key to the Customer Experience? Kill Confusion

There is no faster way to kill the customer experience than with overcomplication and confusion, writes Michael McQueen.

Forget What Your Customer Thinks… How do They *Feel*?

It’s good practice for organisations to worry less about what their customers think, and pay much closer attention to how they feel.