2020 and 2021 have proved to be difficult years for businesses everywhere. As the world is ravaged by a pandemic of epic proportions, businesses have learned to accept, adapt, and find a new way of working. As the light at the end of the tunnel begins to get brighter and Read more…
In their influential book “Building Great Customer Experiences” (2002) authors Colin Shaw and John Ivens define customer experience as simply “… a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.” While many CX consultants will rush to sell Read more…
Picture this; a droning, robotic voice going through the motions; “Thank you for your patience, a member of our team will be with you shortly” Yeah, you’ve heard that one before. Tinny classical music repeating the same thirty seconds over, and over, and over again. And then, finally- you make Read more…