Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them - and use this as a central pillar around which to rebuild.
Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.
We focus on how customers determine success in their dealings with you – or your competitors. The insight we build helps you align your business goals with what your customers…
As well as the Research and Insight we publish as a member benefit, we undertake research projects on behalf of member organisations, to help them better understand their customers, the…
We publish an independent, expert perspective and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.
We help you understand the evolving customer environment, highlight the characteristics of excellent service, measure and benchmark your customer satisfaction, with practical insight and recommendations to improve.
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There are always new events and webinars coming up. Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another…