Book Reviews

Articles

Uncommon Service – Putting Customers at the Core of Your Business
Put customers at the core of your business - establish the four dimensions of business that are required in order to deliver excellent customer service.
Book Reviews, Customer Experience, Customer Satisfaction, Employee Experience
Touchpoints – Creating Powerful Leadership Connections in the Smallest of Moments
Campbell writes of leadership strategies in the "interruption age"; improving employee engagement through leadership interactions. He notes that rather than managers perceiving daily interruptions as annoying, they should instead be managed as opportunities for improvement.
Book Reviews, Employee Experience, Leadership
Book Review – “Outside-In” by Steve Towers
How to mould organisations into a way of thinking that is aligned with today's consumer to ensure "successful customer outcomes"
Advanced BPM / Outside-In, Book Reviews, Customer Satisfaction