Empathy in Business: Why It’s Essential for Both Customers and Staff
If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.
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Michael Brandt
Mar 19
The Critical Role of Seamless Handoffs in Enhancing Customer Experience: A Deeper Dive
The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.
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Michael Brandt
Feb 23
The Delicate Balance of Science and Humanity in Customer Experience
Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection
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Michael Brandt
Jul 20, 2023
Why customer surveys are dying a death…
Can AI and data analytics really replace first-hand customer feedback?
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Michael Brandt
Jun 16, 2023
The NPS Dilemma: Is It Time to Quit the Addiction?
Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...
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Michael Brandt
Jun 2, 2023
The Irreplaceable Value of Face-to-Face Customer Interviews in B2B: Why AI Falls Short
The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential
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Michael Brandt
Sep 17, 2022
Can technology alone develop relationships?
Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...
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Michael Brandt
Aug 6, 2021
No business is too small to think about Customer Experience
If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...
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Michael Brandt
Apr 28, 2020
What is customer experience (CX) exactly?
We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...
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Michael Brandt
Apr 28, 2020
Do all your staff know how they affect customer outcomes?
One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...
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