White Papers and Reports

What Are You Ready For?

An assessment process and workshop to help you find the answers

Download the White Paper

How to Delight Your Customers

“Tomorrow morning, when you look in the mirror after you’ve gotten up, just write — put it in lipstick or whatever you want on the mirror — just put ‘delight my customer’.” – Warren Buffett

For Banks – The Customer Should Come Second!

There is nothing worse than walking into one of your favorite shops only to discover that this particular branch is staffed by a miserable bunch of people, and not only that but they look like they’d rather be doing anything else rather than serving you.

What’s Churn Got To Do With It? Is Customer Loyalty now a second-hand emotion?

The industry most likely to complain about customer ‘churn’ – or as they construe it – customer disloyalty – is the telecommunications industry. As soon as the mobile phone became a must-have for every person and child on the planet they wanted a new service provider almost as soon as they received their first handset. And the question from telcos was – why?