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customer experience
Shaun Smith
  • By Shaun Smith
  • Aug 14 2008

Uncommon Practice, not Best Practice. September 9th London Business Forum Event

In a downturn it’s not best practice that will keep your customers coming back, it’s Uncommon Practice. The London Business Forum have asked me to give a Masterclass on this subject on the afternoon of Tuesday September 9th. Details are over in the link on the right, under the News heading. And my article on the subject of achieving high performance through Uncommon Practice is also on the right, in case you find that useful. The ‘Uncommon Practice’ self-assessment tool in the article will help you see how strong you are in this area, and therefore how vulnerable or resilient your organization is, which is vital to know in unforgiving trading conditions.

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Shaun Smith
  • By Shaun Smith
  • Aug 06 2008

Some summer reading

If you are off for a week or two this summer and looking for some summer reading, here are my recommendations to pack in your suitcase. Or, if you are stuck in the office while everyone else is away, it’s still a good time to catch up on your reading on the customer experience:

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