When a Visitor Is Ready to Talk, Don’t Slow Them Down Many organisations invest heavily in staff profile pages, service pages, search visibility, thought leadership, and digital marketing. Yet one small design choice...
Category - CX
New developments in Customer Experience (CX) as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Peter Friedman
The Great CX Inversion: Why CRMs Might Be Looking in the Wrong Direction
For years, customer relationship management has been built around a simple assumption: the supplier initiates, the customer responds. The supplier identifies the market. The supplier segments the audience. The supplier...
The Silence of the Slams
When a public service slams its door shut to our emails, nobody can hear us scream Digital contact is now central to public services Public bodies increasingly rely on digital contact channels to manage enquiries...
