by Dean van Leeuwen | Oct 7, 2010 | Archive, Future Trends
Dawna MacLean is a customer experience and business strategy thought leader, She is also a breath of fresh air and a source of original and innovative thinking. One of her latest posts on benefiting from radical change has deep insights and practical benefits for...
by Dean van Leeuwen | Oct 7, 2010 | Archive
This week is Customer Service Week, an international event devoted to recognizing the importance of customer service and honoring the people who work on the frontlines serving and supporting customers. Each year CSWeek.com provides all the information, materials and...
by Dean van Leeuwen | Oct 5, 2010 | Archive, Future Trends, Leadership
Last week I presented to the Proctor & Gamble Alumni Chapter in Geneva. The chairman for the event was Kevin Roberts the worldwide CEO for the advertising company Saatchi & Saatchi. In one of his comments he said something brilliant. He spoke about this being...
by Graeme Codrington | Oct 4, 2010 | Archive, Future Trends
It is plain to see that certain industries are being hard hit by the rise of digital media. The music industry is pretty much clueless as to how to respond – so much so, that Apple (through it’s iTunes store) is now the world’s leading music...
by Dean van Leeuwen | Oct 3, 2010 | Archive
There appears to be growing recognition by retail banks that to compete in the new world of work they need to focus not only on processes and efficiencies but more importantly on customer experience and service, so says the Financial Times in an interesting article...
by Dean van Leeuwen | Oct 3, 2010 | Archive, Future Trends
I recently wrote a post posing the question “Is Google becoming a former supermodel”. Here is an excerpt from that post “In the rapidly changing world of the Internet, Google has become one of its superstars…Growth though is slowing and...
