by Nora Law | Apr 9, 2024 | News
In any organisation, complaints and disputes are inevitable but it’s how you handle these that can make or break a relationship with a customer. In fact, research has shown that that when a customer has their complaint effectively addressed, they are more likely to...
by Nora Law | Feb 20, 2024 | News
What Thomas Edison said in the early 1900’s still has meaning today. In the context of Customer Experience, all too often, the delivery of a CX strategy fails because of poor implementation. The right execution of a plan, whilst not always easy, is the only...
by Nora Law | Feb 7, 2024 | News
In the world of Customer Experience, empathising with your customers, clients or patients helps you obtain a deeper level of knowledge beyond what you see and hear. It is about understanding emotions and experiences that are not immediately obvious. In any VOTC...
by Nora Law | Jan 29, 2024 | News
With recent news of the frenzy in US stores when a new limited edition was launched, I’ve been watching with interest the Stanley story and their Quencher cup. How did a company with a 110 year history manage to expand its customer base and evolve to be one of the...
by Nora Law | Jan 29, 2024 | News
Embracing change is a fundamental aspect of any successful Customer Experience (CX) Transformation program. As I embark on these journeys within various organisations, one of the initial steps is assessing key stakeholders readiness for change. This pivotal factor...
