What do you need to look for when hiring people you need for customer-facing positions?
Of course, every business has its own set and segments of different customers, but we feel this article outlining Virgin America’s …

‘How can offering a superior customer experience add value to my company’s bottom line?’
Asked questions like this by our clients, we thought it would be useful to demonstrate how companies can link their customer experience …

Forrester’s have released the 2010 results of their customer experience index and, while some improvements have been made, most industries are still failing to satisfy customers’ basic requirements.
Rated on three simple scales (’Meeting Needs’, ‘Being …

Ten years ago, a major US Hotel chain approached Tuck Business School with three questions: how many new restaurants should we open in our New York City hotels? How many should we reformat? And perhaps, …

A recent article from Wharton Business School has urged companies to show more love to their clients and customers… especially in these tough times.
While there is a strong temptation to reduce headcount as the recession …

The latest research into consumer attitudes  conducted by AC Nielsen has yielded results that don’t surprise us… but show an increasing trend in consumer preferences away from traditional advertising and towards word of mouth (WOM).