Customer Experience Management (CXM)
‘’By 2028, enterprises will replace many CX point solutions with [...]
The Importance of Customer Effort Score (CES)
In today's competitive marketplace, customer loyalty often hinges on a [...]
The business benefits of customer loyalty
In today’s competitive marketplace, customer loyalty is the ultimate goal [...]
The Importance of Customer Lifetime Value (CLV) in Business Strategy.
In an era where competition is intense and customer attention [...]
New thinking on training.
Writing in Learning Solutions Magazine Art Kohn said “If you [...]
The future of SOP formats in the hospitality industry
A survey by the International Association of Operational Excellence Professionals [...]
Crafting Customer Loyalty in the Hotel Industry
When dealing with people, remember you are not dealing with [...]
Customer Journey Maps
Follow the customer, if they change… we change. — Sir Terry [...]
The Age of the Customer
In his book, The Age of the Customer: Prepare for [...]
Putting the Customer into your strategy
Customer service has become the core of everything we do [...]
