The ramifications for companies that fail at the moment of service are significant. A quarter of consumers say they would abandon a brand after just one…
Read More58 Percent of Consumers Share Poor Experiences with their Network
18 Percent of Businesses ‘Too Busy’ to Report Issues in their Value Chain
Despite sizeable investments in customer experience evaluations such as Net Promoter Scores (NPS), reviews, satisfaction ratings and surveys, companies are neglecting to…
Read MoreUnderstanding New Business Models And Opportunities In The Wake Of Covid-19
March of last year saw us publish the findings of a major study that, among other things, touched on the…
Read MoreDefining Your Moment of Service
I’ve been in the industry long enough to understand that what drives exceptional businesses is often exceptional service. Service has,…
Read MoreSay hello to the new IFS
Today we announced a refresh of the IFS brand. It’s a big milestone for the business, and there are many…
Read More
