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Paul Hudson
Paul Hudson CEO of Intersperience
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Guest Bloggers

Cultivating Consumer Trust

At the very core of collaboration is the notion of equality, the belief and understanding that the power and influence of one (any one) is of equal weight and potential to any other.

So, today I want to discuss the importance of a collaborative approach in consumer research, and in fact in any customer engagement.

Our research ha...

Customer Service Strategy

In this Vlog Paul Hudson, CEO of Intersperience explains how to ensure a customer service strategy which keeps pace with changing consumer expectations.

Why isn't customer service about the customer?

Customer service should be designed to meet the needs of the customer, not the needs of business. And yet many of my own recent experiences seem to me to underline that decisions are based on cost saving and improving internal processes, than actually improving the customerís experience.

Take my recent experience with my broadband supplier. I contacted them because I was having difficulty switching to online billing, I had recently moved house and my online account was somehow still...

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