Tag Archives: new york times

Trust your team to make the right decisions over customer policy

I saw an interesting blog on the New York Times recently about the challenges of enforcing defined customer service policies. The blog explored some of the challenges airline gate staff have when asking customers about the size of their carry-on … Continue reading

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What is the retail omni-channel?

I saw an interesting news story this week in the New York Times on a retailer in the US that is refusing to stock the Amazon Kindle. The reason? Because customers are coming into stores, asking questions about the Kindle, … Continue reading

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Many changes ahead…

It was exciting to see our social media event reported in the Huffington Post. Alistair is even quoted in the story. And these days, the HuffPo is the third most widely read news provider in the world – after the … Continue reading

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