For anyone who may be interested, here are some organisations, thinkers, writers and talkers that we think have some very interesting things to say and share. Some of the information that’s been discovered or shared by the individuals in particular is of great relevance to customer service, sales and marketing, and business in general.
The world’s largest professional association for organisations and individuals involved in customer and market research and the leading global authority for the research, insight, marketing science and data analytics sectors. The society also operates as a voluntary regulator. Customerwise includes members of the MRS, and the company itself complies with the society’s regulations and (voluntary) best practice guidelines.
They publish some very informative material on performance and trends in customer service.
Richard Hammond (Smart Retail / Smart Circle Consultancy)
With 30 years of experience in retail, we highly recommend his book Smart Retail, which is packed with simple powerful nuggets of wisdom on all things retail.
Author of The Ten Principles Behind Great Customer Experiences
Long-established consultant Colin Shaw and his team, specialising in Customer Experience management and training.
A leading psychologist whose work (and that of his late colleague Amos Tversky) has been seminal in demonstrating how irrational (and yet generally effective) we are as a species, and in particular our tendency to be biased and to rely on heuristics (rules of thumb) in making decisions. Khaneman’s work is recognised as having given rise to the fields of activity known as behavioural economics & “nudge” theory.
World renowned professor of marketing and psychology also with a focus on influence and decision making.
Author of Decoded
Vice Chairman of Ogilvy Group
Entrepreneur and Author of Entrepreneur Revolution and Oversubscribed.
Author of Duct Tape Marketing