When it comes to strategies for building closer relationships with customers LEGO is at the cutting edge - three years ago the company set up a new division for that very purpose, headed up by former school teacher Conny Kalcher. Steve Hurst pieces together the LEGO customer journey.
What we all need to start thinking about, even now, is how each organisation will provide a great end to end experience for both competitors and supporters.
When the Games come to London in 2012, will reserved and tourist weary Londoners be as eager to lay on the hospitality? Will our guests want to come back?
Transport for London (TfL) played a critical role in the success of the London Olympic bid through the creation of a transport strategy to safely and reliably transport spectators and participants around the Capital
In a Customer Strategy Executive Forum debate - sponsored by Jacada - delegates discussed the strategies organisations employ to balance their customer service offering with their financial targets and the link between the two. James West reports.
Sickness and attrition are the double whammy of woes for many contact centre operations – here’s how one insurance healthcare company is tackling the problem through the use of technology. Steve Hurst reports.
Peter Titmus looks at the imperative of organisations being able to deliver a consistent and continuous service - and at new research into the damage network downtime can do to an organisation’s reputation
Current methods for capturing and acting upon the voice of the customer fall short of what’s needed to drive effective business change says Brian Jopling. Get it right, however, and the benefits for the customer and the business can be enormous
