What Makes Customers Come Back from the Dead? Great Service Recovery Doesn’t Hurt!

Have you ever seen the chart explaining why people leave businesses? One reason that has always left my head ringing and audiences chuckling is that “customers die.”

Employeeship – a New Way of Thinking

“Can-Do” Rules for Happy Customers

Does your organisation have a “can-do” or “cannot-do” attitude to the application of rules?