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Jonathan Farrington

Brick Walls – And Customer Focus

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One of the most obvious reasons you should be building brick walls around your existing clients is to reduce the impact of aggressive competitor activity: Whilst you are off flirting with seemingly more attractive and exciting new opportunities, your competitors will be targeting your “home base” The motivation to do this should be strong. Whilst… Read More

Customer Service – The Huge Gap Between Intention And Reality

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When it comes to looking after our customers, quite often there’s a gap, a huge gap between theory and practice. There are books about customer relations; there are videos about customer relations; there are Gurus (mostly self-appointed) about customer relations. None of them actually have to deliver customer relations. That chore is left to what… Read More