I’ve come to notice – both as a consumer and as a keen observer of customer management disciplines – that customers are often difficult to please. There is nothing wrong with expecting good customer service. Customers that are forking out hard earned cash (or credit) should expect a product or service to match their
I’d recently been in the market for a new car. New for me anyway, as the model I wanted was no longer in production. I had to look long and hard to find a suitable pre-owned vehicle. Over the space of a couple of months, I managed to find a number of candidates. The majority
Another day and another retailer closes down on the high-street. It wasn’t too long ago that many organisations thought a website was a nice to have, or even a necessary evil – sort of like a fax machine. Now some of these organisations are being shut down by their Internet-based competition. I guess they never
Earlier this year, I was invited to join a discussion Panel to cover the topic of Big Data and what organisations were doing about Big Data. It was broadcast as a live Webinar but is now available on YouTube.