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2016: the year of the consumer snitch
Never waste a good crisis… this advice to business leaders was bandied about during the global financial meltdown and subsequent recession. Well, another crisis…
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Whenever a company embarks on a process to create a culture that delights customers and creates loyalty, we usually recognise four very distinct phases…
VW’s #Dieselgate shows that no company is untouchable
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6 ways to save your business from difficult customers
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Internet censorship: why governments are against what people want
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How much can small business learn from customer self-service?
In the “old days” just a few years ago, it was a good idea to arrive two hours before your domestic flight in order…
5 customer service obstacles every startup has to overcome
Have you ever noticed how some companies seem to go out of their way to place obstacles between their customers and great service? I…
Being KFC’d on social media: the new big risk for business
Getting a “roasting” from the eye-witness consumer is a growing risk for business now social media can broadcast even the appearance of questionable behaviour….
6 customer care myths it’s time to leave behind
Proper customer service is often left behind and is only handled when a “customer issue” arises. It is important to recognize that excellent customer…
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