Why doesn’t customer service training work?

Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]

What sort of marketing works best?

What sort of marketing works best? Oh, the time honoured question! Henry Ford once famously said, ‘I know 50% of my marketing works, I just don’t know which 50%’ The good news is that we’re living in an age of easier measurement and trackable customer behaviour. The bad news is that there has been an […]