A powerful mathematical law is compounding interest. The wealthiest companies and individuals in the world have this process mastered. However most companies have never connected this principle to client experience and therefore miss the massive leverage that’s available. What makes this process unique is how you can combine these principles...

It’s not so long ago that we had to personally engage with customers to communicate, either via phone or face to face. Writing a letter was the last resort, it had to be delivered by the post. Today two common forms are digital processes and the emergence of chat bots...

Can you recall a business you knew that seemed on the surface to be doing well and then 'bang', it failed? How about the one you thought was doing well as it grew and grew in multiple locations and then disappeared; known as growing, growing, growing, gone. Often the growth...

In many mergers and acquisitions, the future revenue of the customer base is critical to the success of the strategy, and, if incorrect, can sink the business or massively impact revenue and margin. The problem with the common process is that the financial history assesses the future revenue security of...

You can ask any CEO, SLT, Executive Team around the importance of customer experience (CX) and you will hear a resounding, 'it's critically important'. Then ask them to provide the CX data that measures how well they are performing against service excellence, and I predict you will see a blank...

Every business needs to clearly define it’s intention, both internally and externally. So often the message given to the market is completely misaligned with the culture and the team dynamics. It won’t work by just talking about it or making a press release, it must be a true commitment from...

Why is it that so many companies are highly focused on the latest customer experience (CX) strategies yet have very little or no data to ensure they are on the right track? As W. Edwards Deming said, ‘without data you’re just another person with an opinion’. Ask any CX strategist...

Smart businesses are becoming very aware of the need to optimise their customer service and customer experience (CX); those who have unshakable customer loyalty can withstand the unexpected and inevitable business hurdles that can occur. We live in a dynamic and complicated world where consumers have more choice at their...