by Jo Davies | 29 Nov, 2021 | Customer experience, Our blog
Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...
by Jo Davies | 18 Feb, 2021 | Our blog
How Google Search reflects the change in consumer priorities during the Covid restrictionsCovid has not only precipitated a revolutionary change in day-to-day living, it’s also demolished traditional working practices. While consumers’ adaptations to this new lockdown...
by Jo Davies | 23 Sep, 2020 | Our blog
Thought leaders are the informed opinion leaders and go-to people in their field of expertise, inspiring others with innovative ideas. Brand thought leadership is the informed opinions of an enterprise. The enterprise will have the ability to scale their vision to...
by Jo Davies | 4 Feb, 2020 | Our blog
We are constantly reminded that we live in a networked world with the twenty-first century being hailed as the Networked Age. However, in The Square and the Tower Niall Ferguson argues that social networks are nothing new. He characterises the network outsider as...
by Jo Davies | 9 Dec, 2019 | Customer experience, Our blog
It’s no secret that customers don’t trust organisations the way they used to. In customer research, we often see over-simplified questions about trust, yet questions about loyalty, particularly loyalty penalties, feature less often. Is this because businesses are too...
