Some businesses are only focusing on getting more customers, but once the customers are there, companies don't spend anything to keep them.

Customers can leave for multiple reasons:

• We've over-promised but can't deliver on our promises.
• ...

When you become WISE to customer experience, and people start sharing about your brand, you have to become WISER than the competition.

The R stands for responsive. When people talk about your company, you need to be part of that conversatio...

Becoming a customer of your own business means going through the process you're asking customers to go through.

When you go through the customer experience, you may find processes that are confusing, difficult or may break. You'll never find this unless you do it yourself.

A remarkable customer experience can be your best marketing and sales strategy.

A company needs to have a centralised customer experience department that focuses on the entire journey from above and can see all the transactions and the ups and downs of the journey. Then try...

When customers talk about their experiences, it is more authentic than other advertising.

At the heart of remarkable customer experiences is the WISER model:

• W - witty. It is about being clever, refusing to be boring and using la...