“The Customer is at the Boardroom table but the link between employees on the front line and customer engagement hasn’t fully been made yet.”
It is being talked about in the boardroom because it is a strategic business priority. If executed correctly it delivers customer advocacy,...
There is abundant evidence demonstrating the link between the emotional intelligence (EI) skills of front line customer facing staff and customer engagement. EI is such a strong predictor of metrics like Net Promoter Scores (NPS) customer loyalty, and increased sales, that even a 10% increase...
All too often in business we’re focused on acquiring new customers. Wouldn’t it be great if business came back round time and time again and our happy customers dis our selling for us?
In a rapidly changing consumer environment where time is money, consumers are being...
