Why customer retention is the best way to boost market share

Brands that increased their spend on customer retention over the last three…


A tale of two customer journeys

Friday night I decided to replace the tumble dryer so recalling the catchy AO…


Net Promoter Score

The Net Promoter Score (NPS) tool for customer care

In our previous post on customer service, we talked about the importance of…


Mind the Gap – Avoiding over zealous telesales…and therefore marketing

To help my elderly mother I jumped on the phone to find a cheaper…