Earning the trust of your customers is easier with a well-designed, customer centric plan and inspired leadership.

Tells are indicators of what others see in you—how you will behave in any situation. Customers use all of your interactions with them to form an impression of how you will treat them as customers in the future. It is really important to understand these tells and to manage them deliberately because customers judge your […]

Great organizations are always inventing new ways to make customers' experiences more valuable. South African Airways focuses on higher performance by looking at each element of its service from the customer's viewpoint. For example, SAA prints letters from its customers with compliments or questions in its in-flight magazine, Sawubona. Not unusual. However, it answers each […]