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- The Magic of Customer Expectations20th September 2019 - 3:27 pm
The rise in ‘customer power’ over the last few years cannot have escaped many people’s attention. This exalted status for customers is no accident. Rather, it comes from a hard-headed financial view: namely, when all is said and done, the customer pays the bills.
- When Brands Confuse Process with Outcomes9th September 2019 - 1:11 pm
There is no denying that the Customer Experience is today’s hot topic in business. In the so-called Age of the Consumer, investment by brands wanting to deliver excellent experiences is on the rise but may be misguided by trends that shout the loudest.