Delighting your customers: The Kano Model
No matter what industry or role you work in, we all want to delight our customers - and be delighted in return when we're buying [...]
The power of a delighted customer
Philip Kotler said that the best advertising is done by a satisfied customer. While I agree that a satisfied customer is essential to all organisations, [...]
Why do we keep letting our customers down? The top 10 reasons
Wherever you work it’s likely that at some point the company you work for has let their customers down. It’s very rarely purposeful, but it [...]
Listening to the Voice of your Customer [INFOGRAPHIC]
Customers are the most important element of every business. They are the consumers of our products and services, so we should be working hard to [...]
Exploring the Voice of the Internal Customer [VIDEO]
Learning how you can improve your business from your customers is one of the most important business lessons of all. When most organisations think about [...]