Customer Engagement is a huge issue for companies that want to grow market share, reduce customer attrition, and enhance profitability. This is the second part of a two-part series. Last month, we analysed what customer …

Customer Lifetime Value (or CLV) is a key metric for any business – but one that is too often ignored.
This neat graphic (below), provided by kissmetrics.com, summarises in one simple chart how to calculate Customer …

‘What IS customer engagement, exactly?’ is a question we have been asked a lot recently, and so we would like to share this question with our readers in the following way:

Customer engagement defined, and
How to …

While many companies seek to emulate Apple’s customer experience, and envy the customer engagement it achieves, this recent post at the Institute of Customer Service has highlighted some of the mistakes or failings that Apple …

If your company wants to promote greater innovation in Thailand and across Asia, this recent IBM survey of 1,541 chief executives gives some indicators as to what’s required.
With feedback from over 60 countries and 33 …

The slides for Creating Magical Customer Experiences, a recent presentation on the customer experience at the Bangkok South Rotary Club, are attached.
Delivered by Talent Technologies’ MD Nicholas Henley, the presentation gave a brief overview of …