The Journey or the Touch Points in Product Delivery?
Which came first – the chicken or the egg? This is an old saying that has confounded many. However, some […]
customer experience
The Three Ps of Service Part 3
This is the third part of the series on 3Ps of service. The previous articles looked at People and the
The Three P’s of Service Delivery Part 1
Every business has an element of service execution / delivery. Even high tech and manufacturing businesses require some form of
The Touchpoints
In the previous article, we looked at the need for a continuous customer feedback mechanism across various transactions, not just
The Customer Experience – An Integrated Approach For Customer Feedback
Last week, I received the motor insurance policy for the coming year – great! No run with the law. However