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The face of customer engagement is constantly changing. Although traditional forms of communication still play a predominant role in conversations between companies and their customers, they cannot be offered in isolation. People now expect to be able to contact companies through multiple channels; switching between them at their convenience. And, while many businesses have developed […]Read more
We all know that the customer experience is important. Customers today have a higher expectation than ever and if they get a less than satisfactory service then not only are they likely to leave and buy from someone else, but they will ensure that the entire Internet knows why they are not buying from you. […]Read more
Managing for Performance: Our Pursuit of Continuous Improvement Click to download Achieving customer management excellence demands continuous effort and rigorous endeavour. For that reason we structure our business – the way we manage our people and deploy our resources – in a way that keeps us focused on improving performance in the four areas that […]Read more
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