Customer Service

If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or...

For over thirty-five years, Peter Merrett has been transforming luxury hotels, commercial properties, and their teams from status quo to best-in-class. He has revitalized the hearts of some of the world’s most recognized brands by showing that bringing wonder back to life, leadership, and service is far more powerful than any mission statement, KPI, or employee handbook.

Let me talk to a human!" We’ve all shouted it. Whispered it. Thought it while rage-pressing zero. In Hold: The Suffering Economy of Customer Service, Amas Tenumah delivers a searing indictment of how modern service was designed—not to help you, but to wear you down. This isn't a how-to. It's a how-dare-you. Tenumah draws from years inside the belly of the corporate beast, where service is measured in KPIs, customers are problems to be deflected, and automation is the holy grail—so long as it keeps complaints quiet and costs lower.

Для создания успешного бизнеса недостаточно иметь хороший продукт и вкладывать средства в его продвижение. Нужно «встречать» потребителя в каждой «точке контакта» с вашим предложением — от возникновения потребности до оценки состоявшегося опыта — и выстраивать маркетинговую стратегию, учитывая особенности поведения клиента в каждой такой точке.

Feel good is dé KPI die aangeeft hoe succesvol bedrijven echt zijn; emotionele connectie verhoogt winst, innovatie en tevredenheid bij klanten en medewerkers.