smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Dec 19 2016

A Customer is Not Just For Christmas

thoughts on honest Christmas marketing

This morning I read that 7 in 10 shoppers never return to a store after a bad experience. The Market Force Information study also showed that the most common complaints included slow service, named by 68% of shoppers, unavailable items (52%) and unknowledgeable staff (50%).

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Flora Marriott
  • By Flora Marriott
  • Dec 12 2016

Three Assumptions made by Contact Centre Managers

rethinking the processes we take for granted...

“You are crazy! You can’t let employees edit operating process manuals and edit the intranet!”

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