New Ofcom regulations are due in February 2020 aimed at removing the end-of-contract trap. But are service providers ready to embrace the opportunity presented?
Customer journeys need work, with too much focus still being placed on acquisition rather than retention
Automotive firms have moved beyond products to experience-oriented service
Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion
B2B service providers can learn key lessons on customer relationships from experience leaders such as Amazon.