Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.
To succeed, innovation also has to be clearly communicated at both the marketing and billing communications levels.
High Court says that enterprises are liable for the actions of employees, even if they’ve taken adequate provision and there’s no financial loss.
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
Digital transformation is failing because it’s being used simply as an excuse for IT renewal or resulting in marketing-led ‘digital skins’. To succeed, it needs to fundamentally alter the DNA of B2B service providers.