Last Impressions Count too…

We’re all familiar with the sayings about a first impression: a first impression is a lasting impression, you never get a second chance to make a first impression, you only get one chance to make a first impres...

'Til death do us part…maybe!

In business and in life, everyone has their own take on the word loyalty. For those in loving relationships it means ‘true to you til death’, for good friends it means ‘I’ll stand by you even when I could happ...

Optimising multi-channel user experience

When you’re designing a multi-channel service, the principles of user-centred design are critical to ensure a seamless and positive user experience; understand and design a solution which caters to your users’ ...

People Power

The following is an extract from ‘Managing the Customer Experience’, Shaun Smith and Joe Wheeler.   Chapter 6  ’People First’. (Published by FT Prentice Hall)  Getting people to deliver the customer exp...