A small Gaulish village….

A small Gaulish village….

Mobile operators lose a quarter to a third of their customers every year. This is an international phenomenon and providers don’t like talking about it. If you talk to an account manager who is affected by this, you mostly get the answer: “we profit just as much from...
Customer Experience must be lived out

Customer Experience must be lived out

I used to work for an American company where they regularly checked up on employee satisfaction. They didn’t just want to know about general satisfaction, but satisfaction related to opportunities for working with customers. This wasn’t a bad approach as every...