press releases
Being customer focussed is not the same as customer centric
4th Feb 2011
An insight paper 'Becoming Customer Centric' - published by business consultancy Insight Exchange examines how many businesses are customer focused but very few are customer centric, where a product or service is designed, promoted and sold to fit into customers lives rather than asking customers to fit to the product or service.
How can I do a really bad job for our customers today?
4th Feb 2011
How many of us go to work with the single thought in our minds 'How can I do a really bad job for our customers today?' Very few. But many large companies are forcing their customer service representatives into this mindset by the use of dehumanising systems, according to a new insight paper from business improvement consultancy, Insight Exchange
The mystery of mystery shopping
4th Feb 2011
Insight into why attitude, culture and listening to frontline staff beats covert monitoring every time
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