Tag Archives: harvard business review

Great CX Is Not Just A “Nice To Have” Strategy – It’s Essential

Two years ago the Harvard Business Review (HBR) published a detailed analysis on how to quantify the value of the customer experience (CX). Their research showed that across different industries and business models it could be demonstrated with hard data … Continue reading

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How are you creating an attachment to your customers?

These days it can be tough for a business to stand out. Competition is global and customers have high expectations. If your strategy includes the desire to use customer service as a way of standing out from your competitors then … Continue reading

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When every gadget is online how will customer service change?

Have you read about the Internet of Things? Sometimes it is also called the Internet of Everything. It’s the theory that everything we know will soon be connected to the Internet. It’s not really so much of a theory these … Continue reading

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