Category Archives: Management

Happy Staff = Happy Customers? Top 100 Companies to work for

By Colin Shaw | Published: February 25, 2010

CNN have the full list of the 2010 Top 100 Best Companies to work for. The message here is Happy people give you Happy Customers. When building a great Customer Experience, focus first on building a great employee experience. From our first book Building Great Customer Experience, we developed the seven Philosophies for building a great [...]

Also posted in Customer Experience | Tagged cnn top 100, companies, Customer Experience, employees, happiness, list, staff, workforce | Leave a comment

Reducing Costs: The Additional Benefit of Focusing On Customer Experience

By Sue Morgan | Published: October 6, 2009

Are You Reducing Costs Where it May Matter Most To Your Customer? What better time to write this article than in the current economic malaise. Companies are cutting costs in response to the continuing economic downturn. It makes sense to tighten the belt when times are tough. And many companies tell us they are measuring customer [...]

Also posted in Customer Experience | Tagged costs, Customer Experience, customer loyalty, customer satisfaction, economic downturn, measurement, purchase decisitions | 4 Comments

How to Avoid the Customer Transaction Trap

By Sue Morgan | Published: September 28, 2009

Buy something online or in a store, it’s a transaction. Call a customer support center, it’s a transaction. Companies take orders, deliver, track, evaluate, measure, and react at the transactional level. Companies that reduce or restrict communication and interaction with their customers, in the rush to cut costs and increase efficiencies, are risking their one most [...]