When I rang a contact centre the other day, the call began with a recorded message from the CEO saying she fully understood my frustration, but it was no excuse for anger or rudeness and could I … [Read more...] about Should a loyalty programme be kept away from the customer service department? Discuss.
Two full days when loyalty takes centre stage
It’s time to book your place for The Loyalty Surgery 2019
Last year's Loyalty Surgery was a big success with delegates telling … [Read more...] about Is it time for your loyalty transformation?
Amazon – friend or foe on prime day?David Jones launches, but Australians remain convenience focussed
Australians were the first to participate in Amazon Prime Day this week, which leads … [Read more...] about Focus on Australia -1
Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. … [Read more...] about Was the customer EVER ‘always right’?