Customer engagement strategy? Or outdated marketing plan based on figures and historic patterns? Believe it or not there are still many business leaders out there who sit in their offices and ponder the best ways to launch a new product, develop a new marketing campaign or sign up new business without acknowledging the one most … Read more
I am always stunned at how poor businesses are at asking their customers the right questions. Let me give you some recent examples: I recently was late on an EasyJet flight and I received a questionnaire entitled “We are sorry you got diverted.” I did not get diverted, it was late. Did I respond? No. … Read more