by Gerry Brown | Jan 24, 2014 | Customer Experience
Canada doesn’t often get a mention in world news, unless it’s an article on moose abuse or with the word boring attached to it. As Canadian comedian Mike Myers said “if everybody from around the world gathers, the Brits would say, ‘Our navy ruled the world,’ the...
by Gerry Brown | Dec 2, 2013 | Customer Experience
In an increasingly competitive business world, many organizations state loud and proud that customer experience is a key strategic initiative that promises great things for their customers. Published statistical evidence, aligned with my personal experiences, suggests...
by Gerry Brown | Nov 7, 2013 | Customer Effort
The famous South African golfer Gary Player was asked about whether his win in yet another major golf tournament was a piece of luck. His response; “The harder I work the luckier I get”, and it made me think about the on-going debate about whether customers want to be...
by Gerry Brown | Sep 10, 2013 | Customer Service Solutions
I recently moved house which, in itself is not particularly worthy of a blog post and would probably even fail to excite the most avid Twitter follower, as thousands of people up sticks every day. But it was that last fact that led to a minor eureka (that’s Greek for...
by Gerry Brown | May 21, 2013 | Customer Service Solutions
Our North American friends will know that in baseball if a player has a batting average over .300, he’s having a pretty good season and, according to Scorecasting, is paid over $3 million more than the average Major League Baseball salary. But when you look at it, a...