Recent years have seen the balance of power shift rapidly away from organisations and to the individual, writes Michael McQueen.
There is no faster way to kill the customer experience than with overcomplication and confusion, writes Michael McQueen.
It’s good practice for organisations to worry less about what their customers think, and pay much closer attention to how they feel.
Removing friction and pain points for customers should be at the top of the list of a business’s priorities.
For organisations that are in the service sector, building trust through consistency is a function of one vital thing: A consistent customer experience.