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Articles and Blog

Emotional-energy research

Why do customers choose one product over another, really? What issues stir up high energy emotions amongst your customers? Understand the emotional hot-spots that drive customer behaviour and, more importantly, find out how to uncover them.


Becoming customer-minded

Changing a large organisation from an inward focus to an outward focus is no simple task. Leaders who have succeeded in this regard, have learned what it takes to effect deep and sustainable change. Have a look at some powerful approaches that can be applied in your own company.


Enhance the customer experience

Recent research in the UK found that the top three goals of service providers with contact centres across a range of industries are as follows: 1. Retain and attract more customers. 2. Reduce costs. 3. Create a consistent customer experience.