Monthly Archives: July 2012

In our crowded world, businesses need to respond by planning ways to increase capacity. But this can take years to deliver via infrastructure. So, in the meantime, here's how firms can explore quickly where and why crowds form, along with a practical approach to reducing the problem.

What happens when a problem occurs with your customer service? Rather than react to problems ad-hoc, we advocate designing apology management directly into the experience. Here are three audit themes we’ve used to help design the 'delivery of apology'.....