30 May 2022
Waiting for the next “great innovative product idea” may never get you one step closer to a higher level of...
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22 Mar 2021
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM...
5 Mar 2021
The Moment of Truth is the short time frame when a customer experiences the product or service that many people...
24 Jun 2018
The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have...
17 Mar 2018
Survey data should be analysed with different tools at the same time in order to find the most appropriate method...
28 Jan 2012
Strategy Deployment is Key Strategy Deployment is as Important as Having the Right Strategy. Developing a compelling vision and mission...
31 Oct 2011
Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive...
1 Feb 2011
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world...
22 Dec 2010
Every year around December, he gets very busy. He plans for the big event and he wants to make sure...
30 Jan 2010
A typical Friday evening starts with a family dinner in a nice atmosphere. This time we decide to visit one...
1 Nov 2009
Everyone, undoubtedly, has had the unenviable honour of experiencing ‘bureaucratic government processes.’ Be it applying for your first ID or...
2 Jan 2009
Globalisation and instant access to information, products and services continue to change the way our customers conduct business. Today's competitive...
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