The case of the curious Kenyan consumer

Our insights and thoughts based on data gathered across 4 key…

What we can learn about CX from ‘Mom and Pop’ stores

Why do small businesses have that magic touch…

Building customer loyalty: industry insights

April is International Customer Loyalty month and we…

Are customer loyalty programmes dead?

The short answer is that they are very much alive and will be an…

4 easy steps to convert your angry customers into your biggest fans

Take a walk in your customers’ shoes

To segment or not to segment?

A tale of two banks

After spending many years abroad, I feel that I really took good customer service for granted. I recall my poor experience…

Enhance your customer’s digital retail experience

How do you treat your customers in the chase for revenues?

Why are your customer survey initiatives failing? — Part 3