Business management

Business management / Executive Intelligence

Service Recovery Matrix: How to handle customer complaints?

Service recovery is important because it gives companies the opportunity to meet customer...

Meygan Gerber

Reading Time: 2 min

Executive Intelligence

A checklist to support your staff with service recovery

Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with...

Olivier Verschelde

Reading Time: 1 min

Executive Intelligence

Service Design guide: A human-centric methodology

Service design is a methodology that aims at creating the best possible customer experience. It involves both...

Meygan Gerber

Reading Time: 2 min

Executive Intelligence

4 steps to achieve Cultural change

Having a customer-centric culture that puts the customer first and focuses on their experience is related to success in...

Franck Louveau

Reading Time: 2 min

Executive Intelligence

Creating a lasting and strong customer service culture

You may have heard how important service culture is, specifically in the hospitality industry. But what exactly is service...

Olivier Verschelde

Reading Time: 2 min

Executive Intelligence

6 Customer Service Experience Trends to watch for in 2022

Companies from all industries need to keep up with emerging service experience trends if they want to meet customer...

Olivier Verschelde

Reading Time: 3 min

Executive Intelligence

The 5 Drivers of Company Service Culture

A service culture is when customers are at the heart of the business. Exceptional service makes customers stick longer with your...

Franck Louveau

Reading Time: 2 min

Executive Intelligence

Understand your audience: how to conduct customer interviews?

Knowing your customer is essential for any business venture. Successful business owners understand what their customers...

Ana McFee

Reading Time: 2 min

Executive Intelligence

Understanding consumer behavior: How to influence the decision-making process?

Influencing consumer behavior requires an understanding of consumer decision-making processes. It is well established that...

Ana McFee

Reading Time: 2 min

Executive Intelligence

5 fundamentals to improve your customer experience

Customer Experience is key to exceeding your customers' expectations. Your opportunities lie in your ability to deliver what...

Meygan Gerber

Reading Time: 1 min

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