customer experience

Asking the Right Questions

This year, we hit a milestone in our business – celebrating 30 years – of serving customers across different sectors on three continents. It’s an opportunity to reflect on what we have been asked more often than anything else as we engage with clients. We have been asked one question more often than any other …

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The Customer is Always Right

  The following quote captured my attention this morning. It was in an article in Strategy + Business. “For me, if a client makes a complaint, I go bonkers—and the client is always right. My people can provide 150 justifications, but they will be overruled by the client’s point of view. This needs to be ingrained in each …

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