The traditional client-agency/consultancy relationship, which has been in place since the dawn of the marketing industry, has many benefits. It makes for a manageable and controlled relationship, where the client provides a brief, and the agency executes. It works well for campaign based activities as well as predetermined and/or finite projects. But what if your […]

Every time I experience (or read about) a bad customer service experience, I am baffled. Not because I and other customers should get whatever they want, but because businesses don’t seem to understand the consequences of bad customer experiences. They don’t seem to grasp that whatever happens at the customer service centre or on the […]