AUTHOR ARCHIVES: Paul Smedley

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Customer First: How can Joined up Thinking Transform Attitudes and Processes Across the Business?

Oct 22, 2019 • FeaturesManagementCustomer Satisfaction and Expectations

In field service operations, what does it mean to put customer service at the heart of our business decision making? Customers who receive the highest standards of service spend on average 140% more and in business-to-business, customer retention...

Outside In: Are Your Customers At The Heart Of Your Service Business?

Sep 02, 2019 • FeaturesManagementStrategyThe Professional Planning ForumCustomer Satisfaction and Expectations

Well-implemented ‘customer first’ strategies open the door for fresh thinking, but are our teams change-ready? Do we ourselves ‘walk the talk’ in building a professional network that connects us with the latest developments in other sectors or...

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