Tag Archives: customer satisfaction

Credit Where It’s Due: The Art of the Apology Letter

Posted on March 13, 2014 by Richard Leader

As a battle-hardened commuter with thousands of miles under my belt, it’s not often you’ll find me paying compliments to a train company, but here I am. Southern Rail apologises Recent bad weather caused a landslip on our line, disrupting … Continue reading →

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Costermer Service?

Posted on March 11, 2014 by Richard Leader

Is Customer Service a cost centre, a profit centre or the centre of your business? I can only assume that for my car insurance company, it’s a cost centre.  Serving the customer seems to be a bit of a drag.  … Continue reading →

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Falling in love again – Retention Marketing Basics

Posted on February 4, 2014 by Richard Leader

I’m always one to make things simple.  So here’s my simple guide to retention marketing: Identify what made the customer fall in love with you in the first place Identify what’s changed since them – is it them or is it … Continue reading →

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